Operations Support Officer Jobs

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Location:
Australia, Melbourne

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Join our dynamic team as an Operations Support Officer, where you'll play a pivotal role in collaborating with vendors, customers, and their representatives. In this role, you will investigate and resolve collections related enquiries from customers and external parties; where required, provide suitable hardship solutions to vulnerable customers who are experiencing financial difficulties — while upholding company policies, the Privacy Act, Debt Collection Guidelines, and all relevant regulatory frameworks.

Job Responsibility:

Adhere to Afterpay's internal policies and regulatory requirements in regions we operate in
Support our customers, vendors, and their representatives via email, phone, live chat, social media, and other digital platforms while meeting service level agreements (SLAs)
Handle customer complaints in compliance with global policy and relevant regional regulations
Identify and assess Financial Hardship opportunities whilst liaising with customers and Financial Counsellors to provide suitable solutions to assist the customer
Manage transactional disputes, coordinating with internal teams to reach prompt resolutions
Conduct a variety of administrative tasks, including but not limited to processing bankruptcy notifications, cease and desist requests, overpayments, payment checks, ingestion, and actioning vendor reporting
Identifying opportunities in process and procedures to improve the overall experience for our customers and team
Liaise and collaborate with other internal teams/stakeholders on various projects and/or ad hoc tasks

Requirements:

1+ years experience in customer service and/or collections
Experience in handling customer hardship applications is highly valued
Experience resolving customer complaints in a professional and empathetic manner
Strong organisational and time management capabilities, with a keen eye for detail on accuracy and compliance
Independent analytical and problem-solving skills
Ability to multitask and perform well in a high-volume, fast-paced environment
Experience managing individual workloads and case queues
Customer-centric mindset, demonstrated by the ability to build trust, competence, and rapport
Demonstrates high emotional intelligence and the ability to remain calm and focused under pressure
Proficiency in applying a risk-based approach to prioritise and complete daily responsibilities
Ability to contribute meaningfully to a high-performing team, while also thriving when working autonomously or in partnership with colleagues across the organisation and industry
Experience working in highly regulated environments with a demonstrated understanding of compliance requirements
Familiarity with debt collection guidelines across Australia, New Zealand, the US, and the UK

What we offer:

Remote work
Medical insurance
Flexible time off
Retirement savings plans
Modern family planning

Additional Information:

Job Posted:
December 06, 2025

Work Type:

Hybrid work

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Operations Support Officer