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, 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. Afterpay 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.
The Role
We are seeking a driven and resourceful individual to join the Business Banking Risk Operations Team. As a Risk Operations Specialist, you will play a critical role in managing the processes and controls used to prevent, detect and mitigate fraudulent activity on Square's platform while balancing a seamless customer experience. This position would analyze unrecognizable risk patterns and communicate with our clients in cases where additional information is required. Additionally, you will collaborate cross functionally, surfacing anomalies and process improvements to internal and external operations teams, data analysts and engineers. We're looking for candidates with a strong sense of curiosity, supportive nature, go-getter attitude, and who demonstrate a strong aptitude for problem solving. All candidates must be flexible with their schedule; having the ability to work non-traditional shifts as well as potential weekends & holidays.
Requires shift-work, including potential weekends, non-business hours and holidays.
You Will

• Research and compile evidence to evaluate legitimacy of transactional logs
• Monitor numerous real-time queues and review high-risk activity, requiring demonstrated decision-making and critical thinking skills across multiple Square products.
• Advocate for sellers by identifying trends, issues and suggesting improvements to processes, policies and products
• Contact and effectively communicate with customers and internal partners to ensure all SLAs are achieved with little or no supervision
• Identify, document and escalate bugs to engineers and external partners
• Effectively manage customer inquiries via email using a CRM tool
• Manage end-to-end processes and ensure on-time delivery of critical initiatives
• Work cross functionally with Product, Program Managers, all Risk teams, Customer Success, and Engineers within Square
• Contribute to the development and safeguarding of our payment ecosystem across multiple products and services offered by Square
• Foster a culture of accountability, collaboration, speed, innovation, excellence, and a fun work environment, while continuously elevating the quality and caliber of our controls

You Have

• Experience: 2+ years in a risk related role required which includes customer support
• Experience with mobile check deposits or banking operations
• Basic knowledge of banking products and services (checking, savings and Debit Cards)
• Experience conducting investigations by gathering sensitive data-points, identifying patterns through multiple high-risk signal detection
• Flexibility to adapt and able to manage multiple assignments while working independently
• Strong organizational, problem-solving, time-management, critical thinking and self-starter skills required
• Strong knowledge of Fraud vectors including prevention techniques
• A metrics-driven work style that leverages data to make informed decisions
• Ability to quickly grasp concepts and ideas and thrive in an energizing environment
• A desire to help people and improve the customer experience
• Disciplined and able to work independently within a distributed workforce team
• A desire to help people and improve the customer experience

United States
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 an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We also consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.
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 will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances.
Block takes a market-based approach to pay, and pay may vary depending on your location. U.S locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate's starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.
To find a location's zone designation, please refer to this resource . If a location of interest is not listed, please speak with a recruiter for additional information.
Zone A:
$30.29 - $45.48 USD
Zone B:
$28.17 - $42.31 USD
Zone C:
$25.77 - $38.65 USD
Zone D:
$22.74 - $34.09 USD
Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Check out benefits at Block.
Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, and TIDAL, 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.