Afterpay is transforming the way we pay by allowing customers to buy products immediately and pay for their purchases over four installments. The service is completely free⁵ for customers who pay on time - helping people spend responsibly. As of December 31, 2021, Afterpay is offered by more than 122,000 of the world’s favorite retailers and more than 19 million active customers have adopted the service.

Afterpay is currently available in Australia, Canada, New Zealand, the United States and the United Kingdom, France, Italy and Spain, where it is known as Clearpay. Afterpay is on a mission to power an economy in which everyone wins. Afterpay is a wholly owned subsidiary of Block, Inc. (NYSE: SQ).

As Afterpay’s Operations Support Officer, you’ll be responsible for liaising with customers, external collections agencies, Regional Collections Managers  and customer service teams to facilitate and support collections activities, provide exceptional customer service and reduce losses, in accordance with our company guidelines and the Privacy & Collections regulatory requirements relevant to the regions supported by AU Collections Team.   

We are much more than our job descriptions, but here’s where you will begin…

• Responding to Debt Collection Agency enquiries and managing and handling customer complaints in a timely manner
• Providing support for our vulnerable customers as required with correct implementation of Afterpay’s hardship and customer assistance programs
• Reconciling accounts with finance and Debt Collection Agencies
• Liaising with Financial Counsellors and any authorised third party
• Processing and finalising bankruptcy & deceased accounts
• Maintaining accuracy of customer details and account information.
• Processing customer requests in a timely manner including but not limited to; Cease & Desist requests and US Disputes process whilst ensuring you comply with Afterpay’s Global Collections Policy
• Ensure ongoing compliance with the relevant collections regulatory requirements for each of the regions supported by the AU Collections team. 
• Developing strong and courteous relationships with customers and vendors and negotiating solutions with more challenging customers and vendors which result in reduced losses  and/or commission

Like us, you’ll be deeply committed to delivering positive outcomes for customers and passionate about shaping the future of Afterpay.

• You have a client focused approach with the ability to effectively and quickly form relationships and establish trust, respect, competence and confidence
• You have the ability to effectively work independently while also collaborating with team members as well as internal business units and industry peers.
• You have a high level of emotional intelligence and the ability to remain calm under pressure
• You have highly developed negotiation and influencing skills
• You have good communication skills with an exemplary telephone manner
• You are highly organised with demonstrated skills individual case/workload management in previous roles
• You have strong time management skills utilizing a risk based approach to prioritizing and completing daily tasks
• You pride yourself on your attention to detail and accuracy whilst maintaining your ability to multitask and work in a high volume, high pressure environment.
• Demonstrated experience in call auditing and expertise with financial investigations will be highly regarded
• You like to keep it real with your actions, be brave with your decisions, do the right thing for all our stakeholders and shape the future with excitement

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, based solely on the core competencies required of the role at hand, and without regard to any legally protected class.

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page. 

Perks

We want you to be well and thrive. Our global benefits package includes:

• Healthcare coverage
• Retirement Plans
• Employee Stock Purchase Program
• Wellness perks
• Paid parental leave
• Paid time off
• Learning and Development resources

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.