Recovery Operations Junior Lead

  • St. Louis, MO
  • 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 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.

You will:

  • 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.

Qualifications

  • 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

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.

Perks

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