Policy Analyst - Recovery and Collections
- Full-time
Company Description
Job Description
Square, Inc. is seeking a Recovery & Collections Policy Analyst to join our dynamic Risk team. In this role, you will be responsible for documenting, monitoring, and improving our end-to-end process for collecting from sellers who have gone into a negative balance due to lost chargebacks. Responsibilities will include creation of new operational policies to be leveraged by our Collections agents, ensuring adherence through learning and development and quality assurance, as well as scoping and implementing new payment solutions to meet the needs of our Sellers. You will demonstrate a high degree of empathy for the businesses and people we serve, and bring creativity and scrappiness to resolving negative balances while maintaining a positive seller experience.
Responsibilities:
Help manage daily workflows to increase understanding of processes and pain points
Work closely with our Operations team to identify opportunities to improve our outreach efforts
Utilize analytics to increase recovery rates and reduce seller churn
Help develop and implement comprehensive business rules that balance recovery rates, cost, and customer experience
Identify gaps in current processes and policies to mitigate operational errors
Build strong relationships with Credit, Disputes, Support, and Account Management teams to maximize success in collecting on large loss events
Manage multiple projects to enhance and optimize recovery strategy, systems and tools
Serve as the point person for Recovery related legal escalations
Evaluate and manage third-party vendors
Qualifications
3+ years experience in project management or operational policy roles, preferably in financial services
Excellent project management skills - able to scope and execute key cross-functional initiatives
Able to use data to identify trends and anomalies, as well as to make recommendations for new initiatives
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 eager mindset, with a bias towards action and finding solutions
Experience with SQL and Looker a plus