Square builds common business tools in unconventional ways so more people can start, run, and grow their businesses. When Square started, it was difficult and expensive (or just plain impossible) for some businesses to take credit cards. Square made credit card payments possible for all by turning a mobile phone into a credit card reader. Since then Square has been building an entire business toolkit of both hardware and software products including Square Capital, Square Terminal, Square Payroll, and more. We're working to find new and better ways to help businesses succeed on their own terms-and we're looking for people like you to help shape tomorrow at Square.
Square's Risk and Fraud team is seeking a highly motivated mid-level 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). This position would analyze unrecognizable risk patterns and communicate with our clients in cases where additional information is required. All candidates must be flexible with their schedule; having the ability to work nontraditional shifts as well as some holidays.
Monitor numerous real-time queues and review high-risk transactions from specified points-of-sale requiring demonstrated decision making skills
Using departmental policies, 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 timely resolution of queued transactions to minimize potential revenue losses
Contact and effectively communicate with customers and internal partners to ensure all SLAs are achieved with little or no supervision
Effectively manage incoming communication via multiple channels (phone, email, and Customer Relationship Management systems) from both internal and external customers; resolve all issues within established service-level agreements
Conduct analysis of transactional and customer records to link unidentified transactions and accounts to known fraudulent activity
May Interact with other Risk teams on developing fraud prevention strategy and process
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
Bachelor's degree required (B.A. or B.S) preferably in Criminology, Psychology, or a Quantitative Field
Experience: 3+ years in a risk related role required which includes direct customer support
Preferred Industry certifications: CFE, AAP
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. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)squareup.com. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.
At Square, we want you to be well and thrive. Our global benefits package includes:
Employee Stock Purchase Program
Paid parental leave
Flexible time off
Learning and Development resources