Risk Operations Specialist
Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn’t work together.
So we expanded into software and started building integrated, omnichannel solutions – to help sellers sell online, manage inventory, offer buy now, pay later functionality through Clearpay, book appointments, engage loyal buyers, and hire and pay staff. Across it all, we’ve embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place. Clearpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.
Today, we are a partner to sellers of all sizes – large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We’re building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.
Our Risk and Fraud team is seeking a Risk Operations Specialist to mitigate fraud within the merchant commerce space for sellers processing on Square and Clearpay. Reporting to the Fraud and Dispute Operations and Policy Lead you will perform detailed analysis of high-risk transactions and behaviours to identify fraudulent activity payments and other product surfaces. Additionally you will analyse risk patterns and reach out to customers in cases where additional information is required.
- Monitor real-time queues and conduct analysis of high-risk transactional and customer records for fraud signals to determine required investigation and mitigation actions
- Maintain or exceed established service level agreements and guidelines for timely resolution of queued accounts to minimise potential revenue losses
- Effectively manage incoming communication via multiple channels from both internal and external customers
- Support manual processes like dispute monitoring and investigation, fraud reporting, and managing escalation channels
- Identify and act on opportunities to improve workflow management and efficiencies
- Support new product launches by implementing fraud review processes to manage risks
2+ years experience in risk operations role
An eagerness to work in a fast-paced and rapidly changing operational environment
Ability to analyse information, think through difficult problems, and make critical decisions based on limited information
Strong investigative and computer skills
Quick learner, able to conduct research and acquire new knowledge
Skilful written and verbal communicator, able to simplify complex ideas and processes into clear and concise language
Attentiveness towards and empathy for the customer experience
A commitment to Square's mission of Economic Empowerment
Spoken and written fluency in English
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.
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.