Job Description

As Afterpay’s Merchant Administrator you’ll provide first class service delivery to both new and existing merchants. Come join our Customer Service team and assist our merchants and retailers with a seamless experience. We are passionate about our consumers and our merchants. Come join the team and help us bring our merchants together within the Afterpay family!

You Will: 

• Leverage customer and merchant expertise to serve as voice of customer and facilitate dispute resolution 
• Identify ‘problem’ merchants and take prompt action to avoid escalated issues
• Partner with risk and sales team on fact finding ways to mitigate high risk merchants
• Follow and contribute to established processes and guidelines in daily activities to do what is right for merchants and Afterpay, adhering to all applicable laws and regulations
• Update bank details for existing merchants and create merchant credentials in Admin Portal
• Handle in-bound queries (phone and email) from new and existing retail partners to meet Service Level Agreements
• Highlight and facilitate process improvement opportunities to reduce friction and improve customer/merchant satisfaction
• Operational support such as (but not limited to): daily settlement & reconciliation, facilitating refunds process, and supporting customer debt validation as the collection team expands
• Balance risk, regulation, and cost with day to day decision making

Qualifications

You Have: 

• Proven track record of relationship management / service delivery
• Knowledge of how to facilitate conflict resolution
• 1+ years of experience with engaging consumers and merchants effectively by phone call and email
• Impeccable written and verbal communication skills
• Multitasking and time management efficiency