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.

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 some Australian public holidays

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

Internally this role is known as Risk Operations Specialist.

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Square is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, based solely on the core competencies required of the role at hand, and without regard to any legally protected class.

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible.

Perks

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

Square, Inc. (NYSE: SQ) builds tools to empower businesses and individuals to participate in the economy. Sellers use Square to reach buyers online and in person, manage their business, and access financing. Individuals use Cash App to spend, send, store, and invest money. And TIDAL is a global music and entertainment platform that expands Square's purpose of economic empowerment to artists. Square, Inc. has offices in the United States, Canada, Japan, Australia, Ireland, Spain, Norway, and the UK.