Fraud Detection Specialist
- Tokyo, Japan
- Employees can work remotely
Today, we’re a partner to sellers of all sizes – large, enterprise-scale businesses with complex commerce operations, sellers just starting out, as well as merchants who began selling with Square and have grown larger over time. As our sellers scale, so do our solutions. We all grow together.
There is a massive opportunity in front of us. We’re building a business that is big, meaningful, and lasting. And we are helping sellers around the world do the same.
The global Square Risk team works to protect Square, Square sellers, and enable safe growth across our ecosystem. Square’s Japan Risk team is looking for a Fraud Detection Specialist to reduce transaction fraud within the merchant commerce space. Reporting to the Japan Risk Lead, you will perform detailed analysis of high-risk purchases/transactions in real-time queues to identify unauthorized transactions across different types of payments (card and mobile payments), and support to sellers who have received a payment dispute, also known as chargeback.
You will analyze unrecognizable risk patterns and chargebacks, and communicate with Square clients in cases where additional information is required. 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 position can work from home, from our Tokyo office, or a mix of both.
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 should be canceled and refunded, or are legitimate and should be 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
Monitor and respond to cardholder disputes including researching and compiling evidence to validate transactions
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 Japanese public holidays
Some experience in a risk related role which included direct customer support
Ability to work with Japan-based customers in Japanese (writing and phone), and global Square colleagues in English (reading, writing and video meetings)
Experience working in a customer-focused environment, handling multiple projects
Strong internet research abilities
Experience using a CRM tool
Desire to improve the customer experience
Passion for Square and interest in the technology industry
Bachelor's degree or equivalent practical experience
Experience working in a finance or operational risk environment
SQL/ Looker experience
Risk and chargeback experience
Credit Risk and/or underwriting experience
Fin-tech or insurance industry experience
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. Block 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. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page.
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
Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.