Recovery Operations Junior Lead
- St. Louis, MO
Square, Inc. is looking for a Risk professional to lead our dynamic Recovery Operations team in our St. Louis office. The Recovery team helps merchants who have a negative balance with Square get their accounts back on track. As the face of Square and point person for our merchants, you and your team will be essential as we build outstanding processes. You will work with our Support, Finance, Disputes, Credit, Legal, Fraud, and Product teams to develop solutions and projects to improve the Recovery process and mitigate risk at Square.
Coach, lead and develop a team of specialists in a fast-paced environment.
Review operational metrics to monitor the performance of the team and products on an ongoing basis.
Maintain a positive team comradery and morale.
Ensure staffing and oversight for inbound phone lines.
Conduct analysis to identify potential opportunities in the Recovery process.
Communicate with customers through CRM tool, email, and phone
Maintain and report portfolio performance.
Resolve complex issues both autonomously and in a team environment.
Coordinate outreach on high value Recovery accounts.
Develop metrics to measure the growth and performance of the team, and provide reports.
Build relationships across Risk and Risk partners such as Legal, Sales, Support, Product and Dispute teams to gain support of risk management.
Bachelor's degree, or equivalent work experience
Passion for Square and ensuring an outstanding customer experience
Ability to analyze data, interpret ambiguous situations and make decisions
2-3+ years of remediation experience
4+ years of experience in general operations management
The ability to summarize information and make clear recommendations on a course of action.
Past product or project management experience
The ability to effectively influence and communicate cross-functionally
SQL proficiency a plus, but not required
At Square, we want you to be well and thrive. Our global benefits package includes:
- Healthcare coverage
- Retirement Plans
- Employee Stock Purchase Program
- Wellness perks
- Paid parental leave
- Flexible time off
- Learning and Development resources