Collections Agency Management, Afterpay

Company Description

*This role is only hiring in Reno, NV*

 It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 47 million monthly active customers. We want to redefine the world’s relationship with money to make it more relatable, instantly available, and universally accessible.

Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We’ve been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.

Check out our locations, benefits, and more at cash.app/careers.

Job Description

In Collections Agency Management you'll be responsible for liaising with customers, external collections agencies, and customer service teams to facilitate the collections activity, reduce losses, and review the investigation and outcome of customer disputed liability claims in accordance with our company guidelines - The Gramm Leach Bliley Act (GLBA), Fair Debt Collection Practices Act (FDCPA), and other relevant legislation Afterpay and their collection partners are governed by.

Key responsibilities include:

• Provide assistance to collections customers and DCA’s across North America
• Provide necessary counseling and education regarding theft cases to potential victims
• Analyze the identity theft information to understand the seriousness of the theft
• Maintain database of theft case information for timely retrieval and analysis
• Analyze customer statements and police reports to resolve identity theft cases and claims
• Respond to our DCA inquiries
• Join and Participate in DCA Calibration sessions
• Assessing call recordings and emails sent by NA DCA’s
• Audit customer accounts, calls, emails, SMS that are being worked at NA DCA’s.
• Manage and handle customer complaints
• Reconciling accounts with finance and DCA’s
• Liaising with Financial Counsellors and any authorized third party
• Processing and finalizing bankruptcy
• Other tasks as directed by the collections team to support NA DCA’s and Afterpay internal collections team

Objectives:

• Communicate with vendors, customers, and their representatives to investigate and identify suitable outcomes
• Developing strong and courteous relationships with customers and vendors
• Negotiating solutions with more challenging customers and vendors
• Respond to all enquiries from vendors, customers, and their representatives within agreed SLAs
• Ensure all activity is completed in accordance with standard operating procedures, company policies and relevant legislation.
• Negotiate solutions which result in reduced losses and/or commission
• Identify solutions to increase rehabilitation of consumers post collections activity.

Qualifications

Core Capabilities:

• Shown expertise with financial investigations demonstrating risk-based judgment, problem-solving skills, and strong analytical ability
• Ability to analyze issues and develop a problem-solving methodology with minimal guidance
• Ability to multi-task and work in a high volume, high-pressure environment
• Demonstrated skills related to individual case/workload management
• Strong time management skills utilizing a risk-based approach to prioritizing and completing daily tasks
• Must have strong interpersonal, influencing, and facilitation skills, with strong oral and written communication ability
• Ability to make a strong individual contribution to the development of a high-functioning team
• Shown ability to effectively work independently while also collaborating with team members as well as internal business units and industry peers
• Exceptional client focus: ability to form relationships and establish trust, respect, competence, and confidence effectively and quickly
• Demonstrated ability to maintain strict adherence to regulatory guidance regarding Unusual Activity Report (UAR) filings as they relate to fraud as well as internal compliance standards and guidelines
• Working knowledge of the FDCPA and TCPA guidelines

Must Have:

• Stakeholder engagement and relationship management
• High level of emotional intelligence and the ability to remain calm under press