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Merchant Support Representative
Afterpay
Posted on 1/18/2023
INACTIVE
Locations
San Francisco, CA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Sales
Communications
Requirements
  • 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
Responsibilities
  • 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
Square

1,001-5,000 employees

Digital payment processor
Company Overview
Square's mission is to ensure that all businesses are able to participate and thrive in the economy. The company is building infrastrucutre for online payments.