We believe everyone should be able to participate and thrive in the economy. So we’re building tools that make commerce easier and more accessible to all. We started with a little white credit card reader but haven’t stopped there. Our new reader helps our sellers accept chip cards and NFC payments, and our Cash app lets people pay each other back instantly. We’re empowering the independent electrician to send invoices, setting up the favorite food truck with a delivery option, helping the ice cream shop pay its employees, and giving the burgeoning coffee chain capital for a second, third, and fourth location. Let’s shorten the distance between having an idea and making a living from it. And make it easier for customers to shop and pay at their favorite businesses. We’re here to help sellers of all sizes start, run, and grow their business—and helping them grow their business is good business for everyone.

Square’s Risk and Fraud team is seeking a highly motivated Fraud Support Representative to mitigate transactional fraud within the merchant commerce space. In this role, the ideal candidate will perform detailed analysis of high-risk purchases/transactions via real-time queues to identify unauthorized transactions across different types of payments (card, ACH, and mobile payments), and make decisions with minimal guidance. 

For our Risk team, all applicants must be flexible with their schedule; having the ability to work nontraditional shifts (specifically Sunday) as well as weekends/holidays.

You will: 

• Monitor numerous real-time queues and review transactions from specified products
• Review cases within pre-assigned thresholds to determine if transactions are fraudulent and should be canceled and refunded, or are legitimate and should be processed and fulfilled using a decision rubric
• Escalate complex cases to more senior staff for guidance/assistance
• Maintain or exceed established service level agreements and guidelines for timely resolution of queued transactions to minimize potential revenue losses
• Contact and effectively communicate with customers and internal partners to ensure all SLAs are achieved
• Effectively manage incoming communication via multiple channels (phone, email, and Customer Relationship Management systems) from both internal and external customers; resolve all issues within established service level agreements
• Maintain or exceed established standards for customer service, and resolve minor issues with little or no supervision; escalate complex issues as necessary
• Effectively use an internal escalation path for reviews requiring additional due diligence

• Fluent in French
• Strong communication skills, self-motivation, and results-oriented approach
• Demonstrated customer service, organizational, and analytical skills
• Enjoy working in fast-paced and rapidly changing start-up environment
• Flexibility to adapt and able to manage multiple assignments while working independently
• Strong internet research abilities, Google Docs, and overall PC skills; SQL experience a plus
• College degree required; Bachelor’s degree preferred
• 1-2 years risk and/or customer service experience required either face to face or phone support for either a financial institution or payment provider

• Must be flexible with schedule and have the ability to work nontraditional shifts as well as some holidays.

At Square, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.