Customer Service Escalation Advocate, Afterpay

Job Description
We are seeking a results focused individual with a naturally positive mindset, who has a strong background in customer service delivery responsibilities in resolving customer service complaints/ dispute resolution.
As an Escalations Team Member of our Internal Dispute Resolution (IDR) process you will help solve our customer's most complex issues. We strive to solve their issues and allow them to get back to their day with ease. This role requires us to do that at all times working within the guardrails of our Afterpay Complaints Management framework. You will join a team of passionate Afterpay Advocates who love solving customer problems in a fast paced environment.
This role is responsible for:
Provide support to the Customer Service team for escalated complaints, where first level resolution team members have not been able to resolve.
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 frameworks
Manage multiple dispute cases simultaneouslyin an efficient and effective manner in accordance with standard operating procedures
Focus on providing a supportive customer experience and ensuring timely and fair outcomes are achieved in line with internal and regulatory requirements. Be willing to support prioritizationof our most pressing issues and find a solution with stakeholders
You will 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.
*Please Note:
This role requires that the advocate sit within 50 miles of our Oakland Office. This may offer some remote opportunity, but the home address must be within Oakland, CA.