Internal Dispute Resolution Specialist (Fintech)

Location: Remote, London, UK

Company

Build technology and financial products that increase access to the global economy through brands including Square, Cash App, Afterpay, TIDAL, Bitkey, and Proto.

What you will do

• Investigate, manage, and resolve escalated customer complaints that frontline teams could not resolve.
• Apply Afterpay and Clearpay complaint management policies, standard operating procedures, and regulatory requirements.
• Manage multiple complaint cases while balancing quality, productivity, service standards, and KPIs.
• Support frontline teams in improving first-contact resolution and reducing escalations.
• Identify complaint trends and customer or frontline feedback, then recommend process improvements.
• Collaborate with Operations, Product, Technology, and offshore support leadership to meet complaint SLAs and quality expectations.

Requirements

• 2–3 years of customer service experience, including escalations or complaints handling.
• Experience working in regulated financial services under FCA regulations.
• Experience delivering service across phone, messaging, and social media channels.
• Analytical mindset, strong time management, attention to detail, and ability to work with changing priorities.
• Excellent written and verbal communication skills.
• Experience supporting difficult or vulnerable customers by phone and pursuing effective resolutions.

Culture & Benefits

• Remote work environment supporting collaboration across onshore and offshore teams.
• Inclusive workplace focused on economic empowerment and equal access to opportunity.
• Medical insurance, flexible time off, retirement savings plans, and modern family planning benefits.
• Reasonable accommodations are available throughout the recruitment process.

Hiring process

• Applications may be evaluated using automated AI tools in accordance with local regulations.
• Reasonable accommodations can be requested during the interview process.