[Hiring] Escalations Support Specialist @Block

Role Description

As a member of our Internal Dispute Resolution team (Escalations) you will help solve our customer’s most complex issues. Working in collaboration with a mix of both onshore and offshore teams you will join a complaints team, striving for excellence in every ticket. Working within our Global Complaints Policy you will be responsible for upholding and promoting internal policies and processes in order to achieve fair outcomes for customers raising a complaint, and escalating through our customer service teams.

• Investigate, manage, and resolve escalated customer complaints where first level resolution team members have not been able to resolve in accordance with Afterpay / Clearpay complaint management policy frameworks, including our obligations to regulatory requirements.
• Manage multiple complaint cases simultaneously in an efficient and effective manner in accordance with standard operating procedures.
• Build expertise in our products, technology and procedures to deliver the best possible support to our team members and customers.
• Provide support to our front-line team members to help improve first point resolution (and reduce Escalations if possible).
• Stay alert to trends in complaints, customer and front-line team feedback in daily routine; alert Leaders and make recommendations to improve processes as required.
• Develop productive working relationships with a range of stakeholders across the Operations team (and often with Product or Technology stakeholders) to support the resolution of customer complaints.
• Balance quality, productivity and service standards in your day to ensure KPIs are delivered.
• Other tasks and ad hoc projects within the scope of the role may be required from time to time, including supporting the launch of new products or licensed servicing requirements.

Qualifications

• Minimum of 1-2 years experience in Customer Service roles, with specific Escalations / Complaints Experience.
• Experience in service delivery in an omnichannel environment - across phone, messaging and social media channels.
• Self-driven team player, and a logical thinker that likes to work in a fast-paced and challenging and change driven environment.
• Strong time management skills.
• Excellent written and verbal communication skills.
• Experience in staying calm and providing support to difficult or vulnerable customers over the phone.
• Strong attention to detail and the tenacity to seek a solution to a problem.
• Experience working in a regulated financial services role under FCA regulations.

Requirements

• Technologies We Use and Teach:
• Zendesk
• Slack
• Google suite
• Playvox workforce management
• CF1

Benefits

• Remote work
• Medical insurance
• Flexible time off
• Retirement savings plans
• Modern family planning