The global Square Risk team works to protect Square, Square sellers, and enable safe growth across our ecosystem. We're looking for an experienced Risk Operations Specialist to join our Japan Risk Operations team to help us meet Square Japan's operational expectations around identified payment risks, and develop longer term strategies to further improve our effectiveness. Reporting to the Japan Risk Lead in Tokyo, the Risk Operations team works alongside our Risk Policy team, which develops Square's risk strategy in Japan.  

Experienced in risk operations (especially chargebacks), you will reduce transactional fraud and credit risk in the merchant commerce space in Japan. Someone who loves providing guidance to other team members, you will relish investigating and getting to the bottom of things. You have an interest in the areas of fraud and credit investigation and the financial payments industry, and are curious about how new world events and scenarios impact upon risk. You will work with global and local Square teams including Compliance and Customer Success.

You will:

• Perform analysis of high-risk purchases/transactions through real-time queues to identify unauthorized transactions and transactions which pose a high fraud or credit risk across different types of payments (card, ACH, and mobile payments)

• Maintain or exceed established service level agreements and guidelines for resolution of queued transactions to minimize potential revenue losses

• Independently communicate with Square Japan clients and internal partners when additional information is required, to ensure service level agreements are achieved

• Monitor and respond to cardholder disputes including researching and compiling evidence to validate transactions

• Work with Square Japan  acquiring partners to resolve payment disputes

• Manage escalations through multiple channels (email, and Customer Relationship Management systems) from internal and external customers and resolve issues within established service level agreements

• Use Square policies to determine if transactions are fraudulent or risky and should be canceled and refunded, or processed and fulfilled

• Action credit risk case reviews - analyze processing history, business model, financial/bank statements and other information to make informed credit decisions

• Recommend enhancements and internal process improvements of existing ways of working, including standardization and documentation of internal processes

• Advocate for customers by identifying trends in issues and suggesting improvements to processes and products

• Be a Risk partner/consultant to teams at Square

You have: 

• Bachelor's degree or equivalent practical experience

• Risk experience including mitigating online fraud, such as account takeover, phishing and online card testing

• The ability to work with Japan-based customers in Japanese (writing and phone), and global Square colleagues in English (reading, writing and video meetings)

• The ability to synthesise information and make recommendations on a course of action

• The ability to interpret risk situations and make quick decisions

• Understanding of the online payments landscape across all participants: issuer, merchant, acquirer and network

• Internet research skills

• Willingness to complete shift-work, including weekends and public holidays on occasion, and work outside non-business hours

Optional

• SQL experience

• Looker experience

• Healthcare coverage
• Retirement Plans
• Employee Stock Purchase Program
• Wellness perks
• Paid parental leave
• Paid time off
• Learning and Development resources