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, and helping the ice cream shop pay its employees. And, with Square Capital, we have extended over $1 billion in funding to our sellers, helping them manage their cashflow and making it easy to invest in and grow their business. 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.

At Square Capital, our operational process is to collect information, identify risk, develop risk mitigations (including internal controls and process changes), and report findings to senior management.  This analysis and control role is part of the first line of defense function that the Capital Risk Operations Analyst will perform. Included in this position, the analyst will manage the complaints program and assisting in the quality control of operations. Customer complaints can be an indication of servicing issues, of product issues, or of technology issues. The Analyst is directly responsible to manage, improve, and scale the Complaints program.  That is, the analyst should identify and work with Engineers, Product Managers, Operations Managers and Legal and Compliance to implement process improvements. These improvements address customer complaints and processing defects to improve the customer experience, improve production operation execution, and deliver lower-cost performance.  Also, the analyst is responsible to manage the successful resolution of commercial product compliance issues, as described below.

Complaints Program Responsibilities:

• Gather complaints from all sources on Capital-related issues

• Assess compliance with related Fair Lending regulations particularly UDAP and ECOA and established Square Capital policies and procedures

• Evaluate the severity of complaints according to an established procedure

• Escalate high-impact complaints to legal and compliance as needed

• Resolve complaints through Salesforce

• Investigate the root cause of complaints

• Work with Product, Operations, AM, & Sales teams to resolve issues leading to complaints

  • Gather information from relevant departments

  • Make suggestions to improve processes

  • Document efforts to improve causes of complaints

  • Follow up with each department’s Directly Responsible Individual (DRI) to ensure complaints have been resolved

• Conduct trend analysis to identify trends and emerging risks

• Effectively communicate trends in Complaints to leadership and product team

Compliance Liaison -- Commercial Product Issue Manager

• Liaison between Compliance and various functional areas (Product, Operations, Marketing) to resolve compliance issues

• Ensure remediation of Compliance-identified issues takes place in a timely manner

• Muster resources and develop creative, effective solutions to ensure Compliance issues are permanently dealt with

• Revise policies, procedures, and processes as needed

• Develop internal controls to front-end identification of issues as they occur

• Develop QA to prevent issues from occurring

Quality Control Program Responsibilities:

• Review and grade the quality of the collection, servicing and credit team

• Participate in calibration meetings to ensure the validity of the Quality Control (QC) process and consistency of the team

• Monitor and report compliance and policy adherence to the QC Leads and/or Program Manager

• Work with QC Leads and/or Program Manager to resolve QC-related issues, and assist with the development of the QA/QC program

• Work with Ops and ENG to redesign operation processes and procedures to improve quality and reduce operational cost

• Working knowledge of banking regulations (i.e. ECOA, UDAP, SCRA, CAN-SPAM, and TCPA)

• Excellent organizational skills to manage multiple projects

• Operations background highly desired

• Ability to work independently in a fast paced development and production support environment

• Previous complaints handling experience working in a financial services environment

• Understanding or ability to rapidly understand Capital Products, Capital production processes

• Excellent oral, written and analytical skills

• Patient and willing listener

• Ability to remain calm under pressure

• Ability to meet tight deadlines

At Square, our purpose is to empower – within and outside of our walls. In order to build the best tools for the businesses and customers we support all over the world, we have to start at home with a workforce as diverse and empowered as our sellers. To this end, we take great care to evaluate all employees and job applicants equally, based on merit, competence, and qualifications. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We encourage candidates from all backgrounds to apply and always consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)squareup.com. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.