Operations Support Officer

Join a movement in which everyone can win. We started a movement in which everyone can win – shoppers, retailers, society and every person on our team. To play fair, trust people and reward them for doing the right thing. We see and feel the impact of our work as more and more people gain financial freedom and retailers grow across the globe.

Founded five years ago in Sydney, Australia, Afterpay has over 11 million active customers globally and more than 64,000 of the world's best retailers around the world including Anthropologie, Revolve, DSW, GOAT, Finish Line, Levi's, Mac Cosmetics, Ray-Ban and many others. Afterpay is on a mission to power an economy in which everyone wins.

Afterpay is completely free for customers who pay on time – helping people spend responsibly without incurring interest, fees or extended debt. Afterpay empowers customers to access the things they want and need, while still allowing them to maintain financial wellness and control, by splitting payments in four, for both online and in-store purchases. Afterpay is deeply committed to delivering positive outcomes for customers. We are focused on supporting our community of shoppers.

We trust in the next generation and share a vision of a more accessible and sustainable world in which people are rewarded for doing the right thing.

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'll investigate and resolve collection activities, support fraud investigations, and help minimize business losses—all while upholding company policies, the Privacy Act, Debt Collection Guidelines, and all relevant regulatory frameworks.

Reporting to the Operations SupportTeam Leader, this role will be a hybrid role based in Melbourne, VIC with weekly in-office days on Thursdays.

You Will

• Consistently adhere to regulatory requirements and Afterpay's Global Collections Policy across all jurisdictions supported by the Operations Support Team.
• Respond to all inquiries from customers, vendors, and their representatives across channels such as email, phone, chat, social media, and digital platforms, meeting service level agreements (SLAs) for timely and reliable service.
• Handle customer complaints in compliance with global policy and relevant regional regulations.
• Deliver compassionate support to vulnerable customers, ensuring correct application of hardship and customer assistance programs.
• Liaise with Financial Counsellors and authorized third parties to ensure vulnerable customers receive appropriate support.
• Assist customers affected by fraud by gathering relevant information, analyzing case data, determining appropriate actions, and reporting fraudulent activities.
• Prepare and submit Unusual Activity Reports (UARs) to the Anti-Money Laundering (AML) Team to fulfill AUSTRAC requirements.
• Manage transaction dispute cases, coordinating as needed with internal teams to reach prompt resolutions.
• Conduct a variety of administrative tasks, including processing and closing bankrupt accounts, cease and desist requests, overpayments, payment checks, ingestion, and action vendor reporting.
• Maintain up-to-date customer records, verifying details with finance teams and Debt Collection Agencies as needed.

You Have

• Excellent verbal and written communication skills, including professionalism by phone.
• Strong organizational and time management capabilities, with a keen eye for detail.
• Independent analytical and problem-solving skills.
• Ability to effectively multitask and perform well in a high-volume, fast-paced environment.
• Solid experience managing individual workloads and case queues.
• Customer-centric mindset, demonstrated by the ability to build trust, competence, and rapport.
• High emotional intelligence, with the capacity to remain calm and focused under pressure.
• Proficiency in applying a risk-based approach to prioritize 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 organization and industry.

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, without regard to identity or other 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.

Block is a globally distributed company and this role will require working with other employees in multiple time zones. You may be required to perform work outside of normal business as part of this role.