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. 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 team is looking for a Payments Risk Manager to join our dynamic Risk Operations Team. In this role, you will oversee collections efforts of Square sellers using our processing platform. Additionally, you will own the optimization of disputes win rates and debit success rates in an attempt to maximize seller revenue while improving recoverability of potential loss as early as possible. You will forge partnerships with outside agencies as well as direct internal recovery efforts on the largest and most sensitive accounts.  

The Payments Risk Manager will:

• Lead and develop a dynamic and growing team of analysts and operations specialists

• Facilitate recovery operations and identify improvements, define additional areas to scale our efforts, and correct inefficiencies. Develop enhancements and process improvements based on an assessment of Square’s systems and processes. Create an industry-leading approach toward repayment options to increase the likelihood of recovery

• Optimize the disputes lifecycle, including disputes win rates and debit success rates. This will include ownership over the way we respond to chargebacks at Square, with a goal of maximizing win and debit success rates

• Lead root cause analysis to identify opportunities to predict, prevent, and mitigate chargebacks that can lead to account difficulties

• Master the complicated chargebacks process. This individual will utilize their mastery of chargebacks and network/industry rules to improve the way we respond to chargebacks and will translate that knowledge to internal stakeholders to effect change

• React to disputes rule and payments industry changes (as well as corresponding optimization of the end to end disputes system based on continued changes), with a goal of designing industry-leading chargeback flows and processes

• Develop and report key performance indicators across the seller recovery lifecycle, from dispute to unsuccessful debit to collection

• Collaborate with Risk’s Data Scientists on management, coverage, and monitoring of chargeback protection programs

• Partner with Finance and Accounting departments to improve on our policies and processes that contribute to accurate ledger reporting

You have:

• Bachelor’s degree in Finance, Economics, or Business

• 3+ years in payments, recovery/collections, chargebacks, or a related field

• A customer-first approach

• Strong quantitative analytical experience. Ability to analyze large transactional datasets, interpret and react to ambiguous situations, and make decisions under pressure. Skills in SQL, CRM, and data visualization tools strongly preferred

• A solid understanding of the payments landscape across all participants - issuer, merchant, acquirer, and network

• Excellent written, oral, and presentation skills and an ability to synthesize information and make clear, concise recommendations on a course of action

• A creative and team-focused mindset, with a problem-solving approach that has a bias towards action taking

• Relevant advanced degree, such as an MBA, preferred

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.