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Complaint Resolution Specialist, Afterpay
Company | Afterpay |
Address | Reno, NV, United States |
Employment type | FULL_TIME |
Salary | |
Category | IT Services and IT Consulting |
Expires | 2023-07-23 |
Posted at | 11 months ago |
Company Description
- It's important to note that this role sits within Reno, NV. This is not a remote position
- Analyze complaint data, report on trends to the business, and make recommendations to improve processes
- Effectively supports complaint handling process to ensure timely completion of complaint
- 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
- 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
- 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
- Work independently to conduct the investigation of consumer complaints within designated timeframes
- Maintain strong working knowledge of the Afterpay product and support procedures
- 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
- 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
- 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
- Provide support for executive escalations and external disputes raised to regulatory bodies such as BBB
- Coordinates complaint investigation activities and responses to consumer and customer complaints through various channels including ongoing monitoring for resolution
- Proven experience in conflict resolution and strong problem solving abilities
- Tertiary qualifications and/or equivalent industry experience (BBB, CFPB, BCA) is preferred
- Demonstrates ability to collaborate, express emotional intelligence, possesses accountability and critical thinking
- Proven background in Customer Service, Complaints Handling and Dispute Resolution.
- 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
- Perks such as WFH reimbursements and free access to caregiving, legal, and discounted resources
- Paid time off
- Paid Life insurance, AD&D. and disability benefits
- Employee Stock Purchase Program
- Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance
- Paid parental and caregiving leave
- Retirement Plans including company match
- Healthcare coverage
- Learning and Development resources
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