Recovery Operations Specialist

The Recovery Operations Team at Square is responsible for helping merchants with Square to get their business accounts back on track. The team directly impacts Square’s bottom line, and you will have the chance to contribute to the financial empowerment of business owners while developing a deep understanding of risk at Square. You will be part of Square’s Risk organization and will work closely with our Disputes, Credit, and Fraud teams, as well as cross-functional teams. As the face of Square and point person for our merchants, you are an integral part of continuing our work to build best-in-class Recovery processes and solutions that impact Square’s and our Sellers’ earnings.

You will:

• Communicate to and investigate high risk and high dollar customers via a CRM tool, email, and phone
• Resolve complex issues throughout a high risk lifecycle
• Collaborate on cross-functional projects with Dispute Operations and Policy
• Negotiate payment resolutions with customers with high dollar debt
• Perform administrative tasks such as audits, analyses, and adjustments
• Review and rule on government business documentation e.g. formation documentation and bankruptcy documentation
• Work with product and policy development teams to identify, document, and implement support improvements and feature enhancements.
• Working Hours are 9 AM – 5:00PM CST

• 2+ years related collections, disputes, fraud, or equivalent experience
• 2+ years of payroll/finance/accounting experience or equivalent
• Strong organizational, written, and verbal communication skills
• Proficient with Microsoft Suite (including Word, Excel, and PowerPoint) or G-Suite equivalent

• Experience in Salesforce or equivalent CRM tools
• Ability to handle multiple tasks and competing priorities simultaneously with a high degree of independence, professionalism and client orientation
• A metrics-driven work style that leverages data to make informed decisions
• Ability to quickly grasp concepts and ideas, with willingness and/or ability to adapt and thrive in a fast-paced environment
• A desire to help people and improve the customer experience
• A passion for Square and a strong interest in Financial Technology
• Flexibility to work holidays as may be required from time to time

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.

Zone A: USD $34.09 – USD $41.68
Zone B: USD $31.73 – USD $38.75
Zone C: USD $28.99 – USD $35.43
Zone D: USD $25.58 – USD $31.25