Risk Operations Specialist

  • 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

The global Square Risk team works to protect Square, Square sellers, and enable safe growth across our ecosystem. Square's Australian Risk team is looking for a Risk Operations Specialist to reduce transaction fraud within the merchant commerce space. Reporting to the AU Risk Operations Supervisor (Brisbane), you will perform detailed analysis of high-risk purchases/transactions in real-time queues to identify unauthorised transactions across different types of payments (card, ACH, and mobile payments).  

You will analyse unrecognizable risk patterns and communicate with clients in cases where additional information is required. You will work with global and local Square teams including Compliance and Customer Success. You may have an interest in the areas of fraud investigation and the financial payments industry, and are curious about how new world events and scenarios impact upon risk. This role can be located anywhere on the East Coast of Australia, and can work from home or from our Melbourne office.

*Applications for this role close midnight Wednesday 3 February AEDT*

You will:

  • Monitor real-time queues and review high-risk transactions from specified points-of-sale

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

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

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

  • Conduct analysis of transactional and customer records to link unidentified transactions and accounts to known fraudulent activity

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

  • Build knowledge of risk at Square, and the broader payments industry

  • Work nontraditional shifts including weekends, non-business hours and some Australian public holidays

Qualifications

You have:

  • Some experience in a risk related role which included direct customer support

  • Customer service experience

  • Internet research, Google Docs, and overall PC skills

  • Undergraduate degree or equivalent experience

  • Optional

    • SQL experience

    • Experience mitigating online fraud, such as account takeover, phishing and online card testing

    • Experience in card issuer disputes, and card transaction monitoring

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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