Dispute Resolution Specialist (Melbourne)

As Afterpay's Dispute Resolutions Specialist, you'll report to the Dispute Resolutions Team Leader and handle and resolve customer and merchant disputes in a fair, transparent and timely manner. You will be the key point of contact within our Customer Service team for all escalated disputes and will be closely involved in the complaint lifecycle from escalation, to IDR and EDR. You will be based in Melbourne, VIC with hybrid working arrangements.

• Investigate, manage and resolve escalated and complex customer and merchant disputes, in accordance with the complaints policy.
• Provide support to the Customer Service team for escalated complaints, where first and second level resolution team members have not been able to resolve.
• Provide input into Afterpay's Internal Dispute Resolution (IDR) responses to resolve complaints.
• Prepare detailed, logical and well explained External Dispute Resolution (EDR) responses to AFCA, other dispute resolution bodies and consumer advocacy groups.
• Prepare reporting for stakeholders on complaint volumes, complaint categories and insights for both internal and external dispute resolution.
• Analyse complaint data, report on trends to the business, and make recommendations to improve processes.
• Manage multiple dispute cases simultaneously and in an efficient manner.
• Focus on providing a supportive customer experience and ensuring timely and fair outcomes are achieved.

• Tertiary qualifications and/or equivalent industry experience (CIO, FOS or AFCA).
• Proven background in Customer Service, Complaints Handling and Dispute Resolution.
• Proven experience in conflict resolution and strong problem solving abilities.
• A Customer-focused approach and someone who enjoys critical thinking.
• Demonstrated experience in dispute resolution, including communication and management of complaint cases to external groups and governing bodies.
• A strong ability to multi-task and work under time constraints to meet deadlines with excellent attention to detail and accuracy.
• Strong verbal & written communication skills - ability to draft detailed, logical and comprehensive findings to external dispute bodies.
• A passion for Afterpay.
• You like to keep it real with your actions, be brave with your decisions, do the right thing for all our stakeholders and shape the future with excitement.

Afterpay is a proud equal chance employer. We evaluate all employees and job applicants consistently, without regard to identity or other legally protected class. We are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. Applicants should share any needed accommodations with their recruiter, who will treat these requests confidentially.