Risk Operations Specialist

  • Tokyo, Japan
  • Full-time
  • Current Square Employee?: Apply via go/jobs

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

The global Square Risk team works to protect Square, Square sellers, and enable safe growth across our ecosystem. We're looking for an experienced Risk Operations Specialist to join our Japan Risk Operations team to help us meet Square Japan's operational expectations around identified payment risks, and develop longer term strategies to further improve our effectiveness. Reporting to the Japan Risk Lead in Tokyo, the Risk Operations team works alongside our Risk Policy team, which develops Square's risk strategy in Japan.  

Experienced in risk operations (especially chargebacks), you will reduce transactional fraud and credit risk in the merchant commerce space in Japan. Someone who loves providing guidance to other team members, you will relish investigating and getting to the bottom of things. You have an interest in the areas of fraud and credit investigation and the financial payments industry, and are curious about how new world events and scenarios impact upon risk. You will work with global and local Square teams including Compliance and Customer Success.

You will:

  • Perform analysis of high-risk purchases/transactions through real-time queues to identify unauthorized transactions and transactions which pose a high fraud or credit risk across different types of payments (card, ACH, and mobile payments)

  • Maintain or exceed established service level agreements and guidelines for resolution of queued transactions to minimize potential revenue losses

  • Independently communicate with Square Japan clients and internal partners when additional information is required, to ensure service level agreements are achieved

  • Monitor and respond to cardholder disputes including researching and compiling evidence to validate transactions

  • Work with Square Japan  acquiring partners to resolve payment disputes

  • Manage escalations through multiple channels (email, and Customer Relationship Management systems) from internal and external customers and resolve issues within established service level agreements

  • Use Square policies to determine if transactions are fraudulent or risky and should be canceled and refunded, or processed and fulfilled

  • Action credit risk case reviews - analyze processing history, business model, financial/bank statements and other information to make informed credit decisions

  • Recommend enhancements and internal process improvements of existing ways of working, including standardization and documentation of internal processes

  • Advocate for customers by identifying trends in issues and suggesting improvements to processes and products

  • Be a Risk partner/consultant to teams at Square

Qualifications

You have: 

  • Bachelor's degree or equivalent practical experience

  • Risk experience including mitigating online fraud, such as account takeover, phishing and online card testing

  • The ability to work with Japan-based customers in Japanese (writing and phone), and global Square colleagues in English (reading, writing and video meetings)

  • The ability to synthesise information and make recommendations on a course of action

  • The ability to interpret risk situations and make quick decisions

  • Understanding of the online payments landscape across all participants: issuer, merchant, acquirer and network

  • Internet research skills

  • Willingness to complete shift-work, including weekends and public holidays on occasion, and work outside non-business hours

Optional

  • SQL experience

  • Looker experience

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. 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
  • Paid time off
  • Learning and Development resources

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