Cash App knows that great customer support is provided by both people and products. We are looking for a highly motivated and resourceful person who is dedicated to providing world-class support by exceeding expectations through each interaction with Cash App customers. They will use their proximity to customers to identify issues to improve the customer experience. You are a fiercely loyal advocate for our customers, a creative problem-solver, and a collaborative team member. You are energized by working with people, while still being a strong independent worker.

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 work with customers to assist them through challenging risk experiences, a critical moment for Cash App and our customers. You will educate customers on risk issues and actions centered around Cash App transactions with a primary focus on high-risk transactions. You will be empowered to assist customers by leveraging strong de-escalation skills and leaning on high-performing team members to ensure correct decisions are made and our customers feel supported.

Essential Functions & Responsibilities

● Investigate and resolve fraud issues that require a high-level of attention to detail that include financial costs to investigate and conclude

● Conduct time-sensitive and comprehensive investigations with a heavy influence on Account Takeover

● Strong time-management skills to maintain or exceed expected daily caseloads, while also maintaining overall team defined Service Level Agreements

● Provide mentorship to other investigators and less tenured agents within the team

● Strong attention to detail to ensure each case is clearly and accurately documented for future reference

● Efficiently manage multiple cases at a time and maintain case closure Service Level Agreements within specified timeframes to minimize revenue losses

● Provide ongoing analysis of fraud detection systems to determine emerging trends and provide recommendations to assist in loss mitigation

● Collaborate and escalate complex cases and new trends within the team for guidance/assistance

● Identify, document, and follow-up with team members on product bugs and feature enhancements

● Manage incoming customer communication via Salesforce Customer Relationship Management systems

● Respond promptly and exercise exceptional communication skills in an effort to optimize each contact

● Utilize strong de-escalation skills to assist customers in need

● Be a voice of the customer by identifying trends, issues, and suggesting improvements to processes, policies, and products

● Identify, document, and follow-up with team members on product bugs and feature enhancements

● Interact with other Cash App teams to develop fraud prevention strategies and processes

● Provide ongoing analysis of fraud detection systems to determine emerging trends and provide recommendations to assist in loss mitigation

● Interact with other Cash App teams to develop fraud prevention strategies and processes

● Monitor real-time queues to review high-risk transactions from specified data models, requires demonstrated decision-making skills

● Foster a culture of accountability, collaboration, speed, innovation, excellence and a fun work environment while continuously elevating the quality and caliber of our controls

● Assist leadership team in construction of short term and long-term plans with associated benefits of strategies that are developed to reduce financial exposure associated with identified high-risk activity

● 2+ years of prior transaction surveillance and investigations experience in Financial Crimes, Anti-Money Laundering, and/or anti-fraud experience; consumer banking experience is preferred

● Excellent analytical skills with proficient spreadsheet and word processing experience; SQL experience a plus

● Strong organizational, problem-solving, time-management, and self-starter skills required

● Excellent verbal and written communication skills to effectively communicate and provide customer service required

● Ability to conceptualize, develop, and implement process improvements

● Flexibility to adapt and able to manage multiple assignments while working independently

● Flexible work schedule with the ability to work non-traditional shifts, including evenings and weekends, as well as some holidays based on business needs;

Education

• Bachelor's degree preferred

• Experience: 3+ years customer service experience or risk related role required

• CFE (Certified Fraud Examiner) and Certified Anti-Money Laundering Specialist (CAMS) preferred