The Role
Join our dynamic team as an Operations Support Officer, where you'll play a pivotal role in collaborating with vendors, customers, and their representatives. In this role, you will investigate and resolve collections related enquiries from customers and external parties; where required, provide suitable hardship solutions to vulnerable customers who are experiencing financial difficulties — while upholding company policies, the Privacy Act, Debt Collection Guidelines, and all relevant regulatory frameworks.
You will be reporting to the Operations Team Leader and be based in Melbourne, VIC with hybrid working arrangements.
You Will
- Adhere to Afterpay's internal policies and regulatory requirements in regions we operate in
- Support our customers, vendors, and their representatives via email, phone, live chat, social media, and other digital platforms while meeting service level agreements (SLAs)
- Handle customer complaints in compliance with global policy and relevant regional regulations
- Identify and assess Financial Hardship opportunities whilst liaising with customers and Financial Counsellors to provide suitable solutions to assist the customer
- Manage transactional disputes, coordinating with internal teams to reach prompt resolutions
- Conduct a variety of administrative tasks, including but not limited to processing bankruptcy notifications, cease and desist requests, overpayments, payment checks, ingestion, and actioning vendor reporting.
- Identifying opportunities in process and procedures to improve the overall experiencefor our customers and team
- Liaise and collaborate with other internal teams/stakeholders on various projects and/or ad hoc tasks
You Have
- 1+ years experience in customer service and/or collections, with experience in handling customer hardship applications is highly valued
- Experience resolving customer complaints in a professional and empathetic manner
- Strong organisational and time management capabilities, with a keen eye for detail on accuracy and compliance
- Independent analytical and problem-solving skills
- Ability to multitask and perform well in a high-volume, fast-paced environment
- Experience managing individual workloads and case queues
- Customer-centric mindset, demonstrated by the ability to build trust, competence, and rapport
- Demonstrates high emotional intelligence and the ability to remain calm and focused under pressure
- Proficiency in applying a risk-based approach to prioritise and complete daily responsibilities
- Ability to contribute meaningfully to a high-performing team, while also thriving when working autonomously or in partnership with colleagues across the organisation and industry
- Experience working in highly regulated environments with a demonstrated understanding of compliance requirements
- Familiarity with debt collection guidelines across Australia, New Zealand, the US, and the UK.
