We started with a simple idea—that everyone should be able to accept credit cards—and we’ve been rethinking buying and selling ever since.

For sellers, we’re creating one cohesive service to run your entire business, from a register in your pocket to analytics on your laptop. For buyers, we’re making it faster to order from the businesses you love and more fun to pay your friends back.

Buying and selling sound like simple things—and they should be. Somewhere along the way, they got complicated. We’re working hard to make commerce easy for everyone.

Square’s Risk and Fraud team is seeking a highly motivated Fraud Detection Specialist to mitigate transactional fraud within the merchant commerce space. In this role, the ideal candidate would perform detailed analysis of high-risk purchases/transactions, via real-time queues to identify unauthorized transactions across different types of payments (card, ACH, and mobile payments) and make decisions with minimal guidance. 

For our risk team, all applicants must be flexible with their schedule; having the ability to work nontraditional shifts (specifically Sunday) as well as weekends/holidays.

You Have: 

• Monitors numerous real-time queues and reviews transactions from specified products
• Reviews cases within pre-assigned thresholds to determine if transactions are fraudulent and should be canceled and refunded, or are legitimate and should be processed and fulfilled using a decision rubric.
• Escalates complex cases to more senior staff for guidance/assistance
• Maintains or exceeds established service level agreements and guidelines for timely resolution of queued transactions to minimize potential revenue losses;
• Contacts and effectively communicates with customers and internal partners to ensure all SLAs are achieved.
• Effectively manages incoming communication via multiple channels (phone, email, and Customer Relationship Management systems) from both internal and external customers; resolves all issues within established service-level agreements;
• Maintains or exceeds established standards for customer service, and resolves minor issues with little or no supervision; escalates complex issues as necessary;
• Effectively uses an internal escalation path for reviews requiring additional due diligence

Job Qualifications 

• Strong communication skills, self-motivation and results-oriented approach;
  
• Demonstrated customer service, organizational, and analytical skills
• Enjoys working in fast-paced and rapidly changing start-up environment.
• Flexibility to adapt and able to manage multiple assignments while working independently;
• Strong internet research, Google Docs, and overall PC skills; SQL experience a plus;
• Requires shift-work, including weekends, non-business hours and holidays
• College degree required; Bachelor’s degree preferred
• Experience: 1-2 years risk and/or customer service experience required either face to face or phone support for either a financial institution or payment provider

• Must be flexible with their schedule; having the ability to work nontraditional shifts as well as some holidays.

At Square, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.