Complaint Resolution Specialist, Afterpay

Company Description
It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 47 million monthly active customers. We want to redefine the world's relationship with money to make it more relatable, instantly available, and universally accessible.
Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We've been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.
Check out our locations, benefits, and more at cash.app/careers.
Job Description
This ideal team member has a relentless commitment for delivering a great customer experience. This role primarily provides day to day support in the complaint handling process from initial contact to closure through investigation, timely follow up, tracking and documentation of customer response resolution per procedures. You serve as an escalation point for customer complaints, perform in-depth investigations and provide feedback and recommendations to management as needed that may address root cause, corrective & preventive actions.
Additionally, you serve as a real time subject matter expert for customer support teams to help guide resolution around immediate issues and partner across multiple Afterpay teams to triage support, providing input and feedback into the customer experience.
It's important to note that this role sits within Oakland, CA. This is not a remote position.
Key Responsibilities:

• Effectively supports complaint handling process to ensure timely completion of complaint
• Coordinates complaint investigation activities and responses to consumer and customer complaints through various channels including ongoing monitoring for resolution
• Provide support to the Customer Service team for escalated complaints/complex complaints, where first and second level resolution team members have not been able to resolve.
• Provide support for executive escalations and external disputes raised to regulatory bodies such as BBB
• Work independently to conduct the investigation of consumer complaints within designated timeframes
• High levels of autonomy and strong decision making skills required to find the appropriate solution to resolve disputes. Resolution decisions should be considerate of customer experience, prevention of further escalation and/or any reputation damage
• Analyze and fully understand issues presented by the complaint, identify any necessary follow-up with the complaint and determine the materials needed to support investigation findings
• Strong verbal and written communication skills to be able to prepare detailed, logical and well explained EDR responses with empathy to consumers, executives, external dispute resolution bodies and consumer advocacy groups
• Maintain strong working knowledge of the Afterpay product and support procedures
• Assists with ongoing monitoring and support of operational processes and being a part of team to drive and recommend improvements
• Reporting/escalation of any possible systemic issues or failures and take part in actions for resolution
• Prepare reporting for stakeholders on complaint volumes, complaint categories and insights for both internal and external dispute resolution.
• Analyze complaint data, report on trends to the business, and make recommendations to improve processes.
• Act as a subject matter expert on customer processes, complex customer impacting issues and management of escalated/regulatory disputes within the organization, including imparting knowledge to others to prevent escalation in the first instance.

Qualifications

• Proven background in Customer Service, Complaints Handling and Dispute Resolution.
• Proven experience in conflict resolution and strong problem solving abilities
• Demonstrated experience in dispute resolution, including communication and management of complaint cases to external groups and governing bodies.
• Strong verbal & written communication skills - ability to draft detailed, logical and comprehensive findings to external dispute bodies.
• Strong organizational, problem solving, interpersonal, and analytical thinking skills
• Demonstrates ability to collaborate, express emotional intelligence, possesses accountability and critical thinking
• Tertiary qualifications and/or equivalent industry experience (BBB, CFPB, BCA) is preferred.

Qualifications

• Proven background in Customer Service, Complaints Handling and Dispute Resolution.
• Proven experience in conflict resolution and strong problem solving abilities
• Demonstrated experience in dispute resolution, including communication and management of complaint cases to external groups and governing bodies.
• Strong verbal & written communication skills - ability to draft detailed, logical and comprehensive findings to external dispute bodies.
• Strong organizational, problem solving, interpersonal, and analytical thinking skills
• Demonstrates ability to collaborate, express emotional intelligence, possesses accountability and critical thinking
• Tertiary qualifications and/or equivalent industry experience (BBB, CFPB, BCA) is preferred.