Credit Risk Underwriter
- Atlanta, GA
Square is seeking a seasoned Recovery & Collections Lead to join our dynamic risk operations team. In this role, you will lead a team of recovery specialists tasked with helping Square Sellers resolve their negative balances incurred by chargeback loss. This position will work closely with Risk Leadership to set goals for the team around recovery rates and Seller churn reduction. It requires an in-depth understanding of the principles of both risk loss associated with chargebacks and collections best practices.
Lead a team of 4-6 high performing specialists in a fast- paced environment including performance management, coaching and driving the vision for the team.
Build team; manage recruiting efforts and partner with Talent Team to bring in top quality candidates to fill critical role.
Develop and implement comprehensive recovery and business rules that balance recovery rates, cost, and customer experience.
Lead root cause analysis to identify opportunities to improve our phone and email best practices and manage our quality control program to ensure policy adherence.
Utilize analytics to optimize existing recovery strategies, in order to increase recovery rates and reduce Seller churn.
Extract and analyze data, investigate data integrity, generate metrics and perform data and portfolio analysis.
Generate recovery metrics to show the performance of fraud systems for use in management reporting.
Identify gaps in current systems, policies, tools and strategies and take actions to mitigate operational errors.
Build strong relationships with Disputes, Support, and Account Management teams to improve cross functional collaboration in the event of large loss events.
Manage multiple projects to enhance and optimize recovery strategy, systems and tools.
Recommend enhancements and process improvements based on assessment of current systems and processes.
A Bachelors Degree
3+ years in payments, recovery/collections, chargebacks, or a related field
A customer-first approach
Strong quantitative analytical experience. Ability to analyze large transactional data sets, interpret and react to ambiguous situations, and make decisions under pressure.
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