Payment Reconciliation & Investigations Team Leader

  • Melbourne, VIC, Australia
  • Full-time

Company Description

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).

Job Description

This is an exciting opportunity to join us as a Payment Reconciliation & Investigations Team Leader where you will be managing and mentoring a team of approximately 12 people.

Our team gets to work on:

  • Processing rejected refunds for omni-channel purchases
  • Communicating with consumers where payment details have expired
  • Financial reconciliation
  • Supporting front line team members with customer payment queries

You will:

  • Monitor/implement controls to account for employees Delegations of Auth, internal Policy breaches, potential misuse of processes/internal fraud
  • Drive strong customer service strategies to ensure internal and external stakeholders are kept updated
  • Identify improvement opportunities such as reduce rework, improve quality, improve line efficiency, increase revenue and/or improve the ability to deliver the business targets.
  • Establish and maintain effective relationships with Regional Head of Ops, Ops Excellence, Payment teams, Tech incidents and ensure effective cross functional communication to assess potential process solutions, present data to senior management to influence implementation decisions and facilitate discussions and negotiations that drive consensus on implementing given recommendations.
  • Become an SME/process expert particularly around money movements of different integration types, acquirers, systems, etc and, facilitate knowledge transfer to the business to drive ongoing improvement.
  • Support projects by undertaking analysis and impact assessments including testing, training, and business transitions
  • Manage the process improvement pipeline to implement change through the application of best practice process improvement methodologies
  • Manage and monitor workflow, incoming requests and queue management.  And where possible, automate processes to reduce handling time and reduce customer friction.
  • Document Business Processes, designing process maps to define process standards, ensuring storage and upkeep of documents in Miro
  • Support and be involved with the creation and implementation of projects and strategies
  • Develop and support an efficient and responsive team
  • Provide performance management for developing employees


  • Strong customer service experience and preferably experience in Financial  / Payments industry
  • Analyse data, financial statements, utilise reporting to glean insights in order to build holistic service solutions, and have a strong ability to use analysis tools such as Xcel, Sumo etc 
  • Excellent interpersonal skills with people at all levels, internally and externally with proven ability to influence senior leaders' strategic thinking in line with organisation priorities.
  • Self- driven team player, and a logical thinker that likes to work in a fast-paced and challenging environment
  • You will be able to demonstrate leadership and supervision experience in current or previous roles.
  • You will possess the ability to effectively manage performance and coach team members in order to maximize  performance
  • Strong time management skills
  • Comfortable with data and Analytical thinker; ability to see and communicate trends to manage performance and input to process improvement plans
  • Excellent written and verbal communication skills
  • Strong attention to detail and the tenacity to seek a solution to a problem

Additional Information

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


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.

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