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, 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. This is our mission, and it’s why working at Cash App means so much more than a job.

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!

As the ANZ Collections Specialist, you’ll be responsible for liaising with customers, external Debt Collections Agencies (DCA), and customer service teams to facilitate collections activity and  reduce losses  in accordance with our company guidelines and Australian & New Zealand Regulatory requirements; BNPL code, DCGs, ASIC, Privacy Act, CCFA etc.

Key responsibilities include:

• Provide assistance to collections customers and DCA’s across ANZ
• Join and Participate in DCA Calibration sessions
• Assess call recordings and emails sent by DCA’s –  working closely with our Service Experience Team to complete monthly calibrations.
• Audit customer accounts, calls, emails, SMS that are being worked at ANZ DCA’s, may also involve end-to-end reviews of specific processes.
• Facilitate annual DCA audit
• Contribute to/complete ANZ Collections Reporting requirements:
• Manage and handle customer complaints
• Review DCA Complaint Data
• Reconciling accounts with finance and DCA’s – Qtly Inventory Reconciliation
• Other tasks as directed by the collections team to support ANZ DCA’s and Afterpay internal collections team

You will have:

• Shown expertise with financial investigations demonstrating risk-based judgment, problem-solving skills, and strong analytical ability
• Must have strong interpersonal, influencing, and facilitation skills, with strong oral and written communication ability
• Shown ability to effectively work independently while also collaborating with team members as well as internal business units and industry peers
• High level of emotional intelligence and the ability to remain calm under pressure
• Collections Experience
• Experience in call auditing/call calibrations
• Exceptional client focus: ability to form relationships and establish trust, respect, competence, and confidence effectively and quickly
• Working knowledge of ANZ Regulatory requirements; BNPL code, DCGs, ASIC, Privacy Act, CCFA etc.