Recovery Specialist, Square Capital Installments

  • San Francisco, CA
  • Full-time
  • Current Square Employee?: Apply via go/jobs

Company Description

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.

Job Description

Square's Capital Installment team is seeking a highly motivated Recovery Specialist to provide support and mitigate risk within the consumer financing space. Square Capital builds products that expand access to credit, with a focus on historically underserved customers. We started by providing loans to the small businesses that use Square for credit card payments. Our proprietary data and intuitive product delivery has helped us originate over $2.5 billion in just four years. And Capital is just getting started.  In this role, you will provide support to Square Sellers and their customers and become a leader in loan servicing, recovery efforts and customer disputes. The ideal candidate will love helping businesses grow and finding creative ways to manage risk while improving the customer experience. Successful agents quickly become experts on Square Capital and have an opportunity to impact the product roadmap and customer experience.

Job Responsibilities

  • Maintain or exceed set guidelines and goals to minimize revenue losses through outbound recovery efforts.

  • Communicate with clients, including investigative phone calls regarding consumer complaints/disputes

  • Maintain or exceed established standards for customer service, and resolve minor issues with little or no supervision; escalate complex issues as necessary for both Square merchants and their customers

  • Effectively use an internal escalation path for reviews requiring additional due diligence

  • Track and report performance metrics

  • Surface opportunities to improve tools, workflow and customer experience


You Have:

  • Excellent organizational / analytical / oral and written communication skills
  • Experience in consumer/business lending preferred   
  • Strong attention to detail
  • Previous experience with Merchant Acquiring or Credit Card processing is a plus
  • BS degree in Finance, Mathematics, or Accounting desired
  • Flexibility to adapt and able to manage multiple assignments while working independently
  • Enjoys working in fast-paced and rapidly changing start-up environment
  • Detective-like mentality; simultaneous desire to help customers and obtain the truth
  • Must be a team-oriented individual with willingness to assist in training and development of new team members and/or contractors
  • Contagious passion for Squares mission

Additional Information

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) 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. Perks At Square, we want you to be well and thrive. Our global benefits package includes: Healthcare coverage, Retirement Plans, Employee Stock Purchase Program, Meal reimbursements, Wellness perks, Paid parental leave, Flexible time off, Learning and Development resources