Credit Operations Lead

  • Atlanta, GA
  • 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

The Credit Operations team is responsible for reviewing merchant accounts for potential chargeback exposure to Square, assessing processing activity, business model, and financial documentation to make decisions in line with operational policy. As Credit Operations Lead, you will manage a team of Credit Specialists to ensure that we meet our operational goals while also ensuring the ongoing development of our people to help them grow their skills and careers. You will work closely with our Risk Policy team to clearly define operational goals and metrics, ensure the team’s understanding and consistent application of policy, and manage staffing and team planning to meet internal and external SLAs. Lastly, as a leader within Risk, you will be an advocate for your people and for Credit Operations, managing cross-functional relationships to influence prioritization of key initiatives and inform our longer-term operational roadmap. 

Job Responsibilities

  • Manage a team of 4-6 Specialists responsible for actioning up to 50 cases per person, per day

  • Make staffing recommendations and manage hiring process

  • Ensure that Credit Operations team is meeting goals, and if not, assessing root cause and developing action plans to remediate

  • Work with Risk Policy team to identify highest-priority areas for Credit Operations and help develop quarterly and annual roadmaps 

  • Coach team members in day-to-day functional areas, including risk assessment and decisioning

  • Build and maintain relationships cross-functionally to ensure prioritization of key initiatives

  • Handle complex credit escalations from team as well as escalations from Customer Success 

  • Foster a culture of continuous improvement and accountability

  • Help team members create and execute on individual growth plans, providing feedback and performance management as necessary

Qualifications

Requirements

  • 5+ years of experience in commercial banking, lending, or payment industries, preferably in risk operations

  • Strong commercial credit skills; experience in payment processing/chargeback risk a plus 

  • Excellent professional communications skills; able to build relationships and influence others

  • Customer-centric mindset; comfortable having difficult customer conversations and de-escalating through education and empathy

  • Strong leadership ability. Has experience managing and motivating people, providing clear goals and feedback necessary to achieve individual and team objectives.

  • Comfort managing multiple operational workflows and able to prioritize based on quantifiable impact

  • Data analysis skills required to analyze key metrics, identify anomalies, and remediate

  • Comfort with data visualization tools such as Looker 

  • BA/BS in a related field; MBA/Masters a plus

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