Risk Operations Account Review Agent, Cash App

Cash App knows that great customer support is provided by both people and products. We are seeking a highly motivated and resourceful individual dedicated to providing world-class support by exceeding expectations through each interaction with Cash App customers.

We are looking for investigators to join Cash App, the fastest growing financial app in the world. The Cash App is currently the #1 finance application in the App Store with millions of users. Our mission is to make banking and financial services accessible to everyone and everywhere.

Risk Operations services Cash App and its customers from onboarding, through real-time transaction monitoring, to dispute processing and also maintain internal and external relationships with key service providers.

In this role, you will monitor and review a variety of transaction types, working to surface risky behaviors in an effort to protect the Cash App network and customers from Fraud. You will work at a face pace, leveraging your strong attention to detail to recognize and stop emerging Fraud patterns. You will be empowered to dive deep and use your investigative skills to Drives For Results and ensure correct decisions are made to keep our customers safe and secure.

Measuring Success

Success in each channel is measured by daily/weekly volume of cases completed, with an internal QA accuracy of 90% or above.

Essential Functions & Responsibilities

• Assist Cash App customers and internal partner teams with risk related and identification verification inquiries through review of accounts for risky indicators and fraudulent activity.
• Conduct customer due diligence (CDD) and enhanced due diligence (EDD) to ensure authenticity, completeness, and accuracy of information and documentation provided by customer
• General knowledge of banking and alternative payment channel operating rules
• Understand charge-offs involving fraudulent activity and provide resolution to prevent future cases
• Investigate fraud notifications to protect the institution from high-risk activity related losses and improve customer experience
• Collaborate and escalate complex cases with team members for guidance/assistance as appropriate
• Effectively manage cases and communication using CF1, Franklin, and Regulator
• Meet or exceed established service level agreements and guidelines
• Establish and ensure compliance with departmental standards and processes to increase production and accommodate work volumes toward enhanced customer satisfaction
• Understand bank operations, industry trends & best practices, and the rules and regulations that drive the fintech industry

• Experience (2+ year) in direct customer communication via phone and email; financial services or banking industry experience
• General knowledge of Customer Identification Guidelines
• Ability to self-motivate, stay focused, and find value through high volumes of repetitive work
• The ability to learn on the fly and thrive in a fast-paced environment
• Superb attention to detail
• Excellent time-management skills
• A desire for self-improvement of skills through direct leadership and peer feedback
• Ability and willingness to collaborate and escalate complex cases with team members for guidance/assistance
• A passion for engaging with Cash App customers and being a Voice of the Customer
• Strong analytical, organizational, written and verbal communication skills
• Utilize strong de-escalation skills to assist customers in need
• Must be flexible with schedule and have the ability to work non-traditional shifts, including evenings and weekends, as well as some holidays based on business needs
• College degree or relevant experience preferred