Responsibilities

• Handle in-bound queries (Phone and Email) from new and existing retail partners to meet Service Level Agreements, including making outbound calls to the merchant and other business areas

• Support on-boarding sessions with new and potential merchants by answering questions and providing insight into how Clearpay works 

• Update core details relating to existing merchants, which include bank details etc.

• Take ownership of designated queries and drive through to resolution

• Create merchant credentials in Admin Portal (our in-house system)

• Facilitate general account management queries and liaise with relevant business functions, seeking resolution

• Facilitate dispute resolution on behalf of consumers with our retail partners by investigating/information gathering and delivering clear and accurate information to be reviewed

• Identify ‘problem’ merchants and take prompt action to highlight to relevant stakeholders to avoid escalated issues

• Continuously highlight process improvement opportunities to reduce friction and improve customer/merchant satisfaction

• Ability to make solid decisions balancing risk/regulation/cost

• Provide support across other functional areas to ensure business priorities are delivered

Experience:

• Proven track record of relationship management / service delivery

• Knowledge of how to facilitate conflict resolution to negotiate a win-win outcome for all

• Ability to remain calm under pressure

• Experience working in an environment with individual and team goals where goals were routinely met or exceeded

Qualifications:

• Impeccable written and verbal communication skills

• Thrives in a multitasking environment and can adjust priorities on-the-fly

Attributes:

• Collaborates effectively to get things done, building and nurturing strong relationships with internal and external stakeholders

• Displays passion, commitment and drive to deliver an experience that improves our merchants’ lives

• Is confident in their ability to actively contact clients by phone

• Strong team-player but still a self-starter who can work on own initiate

• Communicates effectively and confidently, and is comfortable engaging consumers and merchants

• Ability to adopt new processes and various technology platforms

• Applies strong critical thinking and problem-solving skills to meet business needs

• Will follow established processes and guidelines in daily activities to do what is right for merchants and Clearpay, adhering to all applicable laws and regulations

• Efficiently manages their time and capacity

• Ability to problem solve and generate practical solutions

• Able to work on own initiative

• Is an enthusiastic, highly motivated self-starter with a strong work ethic and intense focus on results

How we reward you:

We have a pay for performance culture so you can expect to be rewarded for high performance. We pride ourselves on fairness and offer a competitive total reward package made up of salary, incentives and benefits including the opportunity to enrol in our share matching plan. 

We have a strong focus on health and wellbeing at Afterpay as we aim to support you to succeed in both your career and personal lives, such as providing employees with a corporate membership to Headspace. We also offer a range of medical benefits such as private medical insurance and a health cash plan as well as a market leading parental leave policy.

We value diversity and a collaborative and inclusive environment where everyone feels they belong is important to us.

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. 

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.