Fraud Customer Success Advocate

  • St. Louis, MO
  • Full-time

Company Description

We believe the economy is better when everyone has access. When everyone has room to grow. No one should be left out because the cost is too great or the technology too complex. We started with a little white credit card reader but haven’t stopped there. 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. 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

Cash App knows that great customer support is provided by both people and products. We are seeking a highly motivated and resourceful individual dedicated to providing world-class support by exceeding expectations through each interaction with Cash App customers.

We are looking for Customer Success Advocates to join Cash App, the fastest growing financial app in the world. The Cash App is currently the #1 finance application in the App Store with millions of users. Our mission is to make banking and financial services accessible to everyone and everywhere.

Risk Operations services Cash App and its customers from onboarding, through real-time transaction monitoring, to dispute processing and also maintain internal and external relationships with key service providers. 

In this role, you will work with customers to assist them through challenging risk experiences, a critical moment for Cash App and our customers. You will educate customers on risk issues and actions centered around Cash App transactions with a primary focus on high-risk transactions. You will be empowered to assist customers by leveraging strong de-escalation skills and leaning on high-performing team members to ensure correct decisions are made and our customers feel supported.

Essential Functions & Responsibilities:

● Assist Cash App customers and internal partner teams with risk related inquiries, including customer on-boarding, account reviews, fraudulent and other high-risk activity, account takeovers, and disputes

● Conduct customer due diligence (CDD) and enhanced due diligence (EDD) to ensure authenticity, completeness, and accuracy of information and documentation provided by customer

● General knowledge of banking and alternative payment channel operating rules

● Investigate dispute claims and ensure compliance with Regulation E with respect to the time frames that govern disputed transactions

● Understand charge-offs involving fraudulent activity and provide resolution to prevent future cases

● Investigate fraud notifications to protect the institution from high-risk activity related losses and improve customer experience

● Collaborate and escalate complex cases with team members for guidance/assistance as appropriate

● Respond promptly and exercise exceptional communication skills in an effort to optimize each contact

● Effectively manage cases and communication using Salesforce Service Cloud

● Utilize strong de-escalation skills to assist customers in need 

● Meet or exceed established service level agreements and guidelines

● Establish and ensure compliance with departmental standards and processes to increase production and accommodate work volumes toward enhanced customer satisfaction

● Understand bank operations, industry trends & best practices, and the rules and regulations that drive the fintech industry

Qualifications

● Experience (1+ year) in direct customer communication via phone and email; financial services or banking industry experience is a plus

● The ability to quickly adapt to new situations and thrive in a fast-paced environment

● Superb attention to detail

● Excellent time-management skills

● A desire for self-improvement of skills through direct leadership and peer feedback

● A passion for engaging with Cash App customers and being a Voice of the Customer

● Strong analytical, organizational, written and verbal communication skills

● Must be flexible with schedule and have the ability to work non-traditional shifts, including evenings and weekends, as well as some holidays based on business needs.

 

Education*

● College degree or relevant experience preferred

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)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. 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