Credit Operations Lead
- Full-time
Company Description
Job Description
The Credit Operations team is responsible for reviewing merchant accounts for potential chargeback exposure to Square, assessing processing activity, business model, and financial documentation to make decisions in line with operational policy. As Credit Operations Lead, you will manage a team of Credit Specialists to ensure that we meet our operational goals while also ensuring the ongoing development of our people to help them grow their skills and careers. You will work closely with our Risk Policy team to clearly define operational goals and metrics, ensure the team’s understanding and consistent application of policy, and manage staffing and team planning to meet internal and external SLAs. Lastly, as a leader within Risk, you will be an advocate for your people and for Credit Operations, managing cross-functional relationships to influence prioritization of key initiatives and inform our longer-term operational roadmap.
Job Responsibilities
Manage a team of 4-6 Specialists responsible for actioning up to 50 cases per person, per day
Make staffing recommendations and manage hiring process
Ensure that Credit Operations team is meeting goals, and if not, assessing root cause and developing action plans to remediate
Work with Risk Policy team to identify highest-priority areas for Credit Operations and help develop quarterly and annual roadmaps
Coach team members in day-to-day functional areas, including risk assessment and decisioning
Build and maintain relationships cross-functionally to ensure prioritization of key initiatives
Handle complex credit escalations from team as well as escalations from Customer Success
Foster a culture of continuous improvement and accountability
Help team members create and execute on individual growth plans, providing feedback and performance management as necessary
Qualifications
Requirements
5+ years of experience in commercial banking, lending, or payment industries, preferably in risk operations
Strong commercial credit skills; experience in payment processing/chargeback risk a plus
Excellent professional communications skills; able to build relationships and influence others
Customer-centric mindset; comfortable having difficult customer conversations and de-escalating through education and empathy
Strong leadership ability. Has experience managing and motivating people, providing clear goals and feedback necessary to achieve individual and team objectives.
Comfort managing multiple operational workflows and able to prioritize based on quantifiable impact
Data analysis skills required to analyze key metrics, identify anomalies, and remediate
Comfort with data visualization tools such as Looker
BA/BS in a related field; MBA/Masters a plus