Job Description
The global Square Risk team works to protect Square, Square sellers, and enable safe growth across our ecosystem. Square's Australian Risk team is looking for a Risk Operations Specialist to reduce transaction fraud within the merchant commerce space. Reporting to the AU Risk Operations Supervisor (Brisbane), you will perform detailed analysis of high-risk purchases/transactions in real-time queues to identify unauthorised transactions across different types of payments (card, ACH, and mobile payments).
You will analyse unrecognizable risk patterns and communicate with clients in cases where additional information is required. You will work with global and local Square teams including Compliance and Customer Success. You may have an interest in the areas of fraud investigation and the financial payments industry, and are curious about how new world events and scenarios impact upon risk. This role can be located anywhere on the East Coast of Australia, and can work from home or from our Melbourne office.
*Applications for this role close midnight Wednesday 3 February AEDT*
You will:
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 are canceled and refunded, or are legitimate and are 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
Advocate for customers by identifying trends in issues and suggesting improvements to Square processes and products
Build knowledge of risk at Square, and the broader payments industry
Work nontraditional shifts including weekends, non-business hours and some Australian public holidays
You have:
Some experience in a risk related role which included direct customer support
Customer service experience
Internet research, Google Docs, and overall PC skills
Undergraduate degree or equivalent experience
-
Optional
SQL experience
Experience mitigating online fraud, such as account takeover, phishing and online card testing
Experience in card issuer disputes, and card transaction monitoring
Perks
At Square, we want you to be well and thrive. Our global benefits package includes:
- Healthcare coverage
- Retirement Plans
- Employee Stock Purchase Program
- Wellness perks
- Paid parental leave
- Paid time off
- Learning and Development resources