Square is hiring a
Risk Operations Specialist

Summary

The job is for a Risk Operations Specialist in Square's Japan Risk team to reduce transaction fraud within the merchant commerce space. The role involves monitoring high-risk transactions, analyzing unrecognizable risk patterns and chargebacks, communicating with clients, managing escalations, conducting analysis of transactional and customer records, and advocating for customers by identifying trends and suggesting improvements.

Requirements

• 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 CRM tools
• Desire to improve the customer experience
• Passion for Square and interest in the technology industry
• Bachelor's degree or equivalent practical experience

Responsibilities

• 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

Preferred Qualifications

• 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

Benefits

• Healthcare coverage
• Retirement Plans
• Employee Stock Purchase Program
• Wellness perks
• Paid parental leave
• Paid time off
• Learning and Development resources