As an Agent on the Cash App Risk Operations ATO team you will investigate customer reported claims of unauthorized activity on Cash App customer accounts and review accounts that have been automatically locked by Risk Machine Learning models that have detected suspicious account activity stemming from an attempted account takeover. You will be empowered to own the customer experience in the most sensitive of cases and work to secure accounts affected by ATO activity, communicate outcomes to customers and provide reimbursements when required. ATO Agents complete these objectives by completing the following role responsibilities:

• Review customer provided information regarding unauthorized account activity to determine if a submitted claim is valid under Regulation E guidelines.

• Investigate customer reported claims of unauthorized account activity using defined policies and procedures and internal tools to determine if an ATO took place.

• Review activity on automatically locked accounts to determine whether an ATO took place.

• Use data and internal Risk tools and processes to make an informed decision to action a customer’s account, secure it and issue a reimbursement for losses caused by an ATO when required.

• Communicate the findings of claim investigations to our customers through email and messaging channels.

Measuring Success

Success in this role is measured through performance and efficiency goals as well as quality assurance reviews of completed investigations and reviews. From an organizational perspective success will be measured by mitigating loss due to ATOs on our platform.

Essential Functions & Responsibilities

Operational Efficiency

• Investigate, action and reconcile a customer’s account while providing an excellent support experience.

• Perform core work daily and meet team performance and efficiency goals.

• Provide and receive feedback regularly to ensure performance alignment.

• Have confidence in owning your conclusion based on available data with little or no customer information provided.

Teamwork

• Foster a culture of accountability, collaboration, speed, innovation, excellence and a fun work environment.

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

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

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

• Work with peers in constructing short term and long-term plans with associated benefits of strategies that are developed to reduce financial exposure associated with identified ATO activity

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

• Share real time insights of ATO activity with internal stakeholders to assist in determining emerging trends and provide recommendations to assist in loss mitigation.

Primary Cashtributes:

Composure

Dealing with Ambiguity

Decision Quality

Learning on the Fly

Problem Solving

Action Oriented

• Previous or current work experience in Risk is preferred, but not required.

• 2+ years of customer service or personal banking experience required.

• Prior investigations experience in Financial Crimes, Account Takeovers, Anti-Money Laundering, and/or anti-fraud experience is a plus.

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. 

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page. 

Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD54566975, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD54566975 is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.