Customer Support Complaints & Escalations Advocate

<p>Block is one company built from many blocks, all united by the same purpose of economic empowerment. The blocks that form our foundational teams — People, Finance, Counsel, Hardware, Information Security, Platform Infrastructure Engineering, and more — provide support and guidance at the corporate level. They work across business groups and around the globe, spanning time zones and disciplines to develop inclusive People policies, forecast finances, give legal counsel, safeguard systems, nurture new initiatives, and more. Every challenge creates possibilities, and we need different perspectives to see them all. Bring yours to Block.</p> <h4><strong>The Role</strong></h4> <p>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 our complaints team, striving for excellence in every ticket. Working within our Global Complaints Policy you will be responsible for supporting, 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.</p> <h4><strong>You Will</strong></h4> <ul> <li>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.</li> <li>Manage multiple complaint cases simultaneously in an efficient and effective manner in accordance with standard operating procedures.</li> <li>Provide support to our front-line team members to help improve first point resolution (and reduce Escalations if possible).</li> <li>Stay alert to trends in complaints, customer and front-line tea