Description

You will lead complaints resolution for Square and Afterpay in Australia, overseeing a team and driving process improvements to ensure fair and compliant outcomes. This fully remote role involves strategic partnership with cross-functional teams to enhance customer experience.

Requirements

• 3+ years in complaints management or escalations in financial services/fintech
• 8+ years in a leadership role managing teams
• Expertise in scalable complaints management processes and systems
• In-depth knowledge of consumer protection regulations (e.g., UDAAP, TILA, EFTA, GDPR, CCPA)
• Strong analytical skills with ability to translate data into actionable insights

Responsibilities

• Lead, mentor, and develop a high-performing escalations team
• Oversee end-to-end complaints lifecycle, ensuring SLA adherence and quality standards
• Implement and optimize complaints management systems and tools
• Analyze escalation trends to identify systemic issues and drive product enhancements
• Ensure compliance with consumer protection regulations and prepare reports for senior leadership