Policy Analyst - Recovery and Collections

  • San Francisco, CA
  • 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

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.


  • 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


  • 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

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