Policy Analyst - Credit

  • San Francisco, CA
  • Full-time

Company Description

Square builds common business tools in unconventional ways so more people can start, run, and grow their businesses. When Square started, it was difficult and expensive (or just plain impossible) for some businesses to take credit cards. Square made credit card payments possible for all by turning a mobile phone into a credit card reader. Since then Square has been building an entire business toolkit of both hardware and software products including Square Capital, Square Terminal, Square Payroll, and more. We’re working to find new and better ways to help businesses succeed on their own terms—and we’re looking for people like you to help shape tomorrow at Square.

Job Description

Square, Inc. is seeking a Credit Policy Analyst to join our Risk team. In this role, you will be responsible for documenting, monitoring, and improving our end-to-end process to manage chargeback risk for sellers using Square to accept credit card payments. Responsibilities will include creation of new operational policies to be leveraged by our Credit agents, ensuring adherence through learning and development and quality assurance, as well as evaluating and adapting our strategies to best serve the needs of our Sellers amidst the evolving Square ecosystem. You will demonstrate a high degree of empathy for the businesses and people we serve, and bring creativity and structured thinking towards our procedures while maintaining a positive seller experience.

You Will: 

  • Help manage daily workflows to increase understanding of processes and pain points

  • Work closely with our Operations and Underwriting teams to identify process improvement opportunities 

  • Utilize analytics to monitor process performance and support policy change 

  • Help develop and implement comprehensive business rules that effectively allow sellers to process at Square while balancing potential loss to Square 

  • Identify and resolve gaps in current processes and policies to mitigate operational errors

  • Identify the key levers that have the greatest impact on operational efficiencies

  • Maximize efficiency in an environment where the process is fluid and creative solutions are expected

  • Build strong relationships with Disputes, Recovery, Fraud, Customer Support, and Account Management teams to maximize success in addressing large loss events

  • Lead and manage multiple projects simultaneously with competing priorities


You Have: 

  • 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, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of 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.