In Collections Agency Management you'll be responsible for liaising with customers, external collections agencies, and customer service teams to facilitate the collections activity, reduce losses, and review the investigation and outcome of customer disputed liability claims in accordance with our company guidelines - The Gramm Leach Bliley Act (GLBA), Fair Debt Collection Practices Act (FDCPA), and other relevant legislation Afterpay and their collection partners are governed by.

Key responsibilities include:

• Provide assistance to collections customers and DCA’s across North America
• Provide necessary counseling and education regarding theft cases to potential victims
• Analyze the identity theft information to understand the seriousness of the theft
• Maintain database of theft case information for timely retrieval and analysis
• Analyze customer statements and police reports to resolve identity theft cases and claims
• Respond to our DCA inquiries
• Join and Participate in DCA Calibration sessions
• Assessing call recordings and emails sent by NA DCA’s
• Audit customer accounts, calls, emails, SMS that are being worked at NA DCA’s.
• Manage and handle customer complaints
• Reconciling accounts with finance and DCA’s
• Liaising with Financial Counsellors and any authorized third party
• Processing and finalizing bankruptcy
• Other tasks as directed by the collections team to support NA DCA’s and Afterpay internal collections team

Objectives:

• Communicate with vendors, customers, and their representatives to investigate and identify suitable outcomes
• Developing strong and courteous relationships with customers and vendors
• Negotiating solutions with more challenging customers and vendors
• Respond to all enquiries from vendors, customers, and their representatives within agreed SLAs
• Ensure all activity is completed in accordance with standard operating procedures, company policies and relevant legislation.
• Negotiate solutions which result in reduced losses and/or commission
• Identify solutions to increase rehabilitation of consumers post collections activity.

Core Capabilities:

• Shown expertise with financial investigations demonstrating risk-based judgment, problem-solving skills, and strong analytical ability
• Ability to analyze issues and develop a problem-solving methodology with minimal guidance
• Ability to multi-task and work in a high volume, high-pressure environment
• Demonstrated skills related to individual case/workload management
• Strong time management skills utilizing a risk-based approach to prioritizing and completing daily tasks
• Must have strong interpersonal, influencing, and facilitation skills, with strong oral and written communication ability
• Ability to make a strong individual contribution to the development of a high-functioning team
• Shown ability to effectively work independently while also collaborating with team members as well as internal business units and industry peers
• Exceptional client focus: ability to form relationships and establish trust, respect, competence, and confidence effectively and quickly
• Demonstrated ability to maintain strict adherence to regulatory guidance regarding Unusual Activity Report (UAR) filings as they relate to fraud as well as internal compliance standards and guidelines
• Working knowledge of the FDCPA and TCPA guidelines

Must Have:

• Stakeholder engagement and relationship management
• High level of emotional intelligence and the ability to remain calm under pressure
• Collections Experience
• Influencing skills
• Highly developed negotiation skills
• An exemplary telephone manner
• Superior writing skills
• Good communication skills
• Strong organization and time management skills
• Attention to detail and accuracy
• Experience in call auditing/call calibrations

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, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other 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. 

Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

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.