Credit Program Manager - Policy

  • Full-time

Company Description

Since we first opened our doors in 2009, the world of commerce has evolved immensely – and so has Square. After enabling anyone to take a payment and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn’t work together. So we expanded into software and started building integrated, omnichannel solutions – to help sellers sell online, manage inventory, run a busy kitchen, book appointments, engage loyal buyers, and hire and pay staff. And across it all, we’ve embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow all in one place.

Today, we’re a partner to sellers of all sizes – large, enterprise-scale businesses with complex commerce operations, sellers just starting out, as well as merchants who began selling with Square and have grown larger over time. As our sellers scale, so do our solutions. We all grow together.

There is a massive opportunity in front of us. We’re building a business that is big, meaningful, and lasting. And we are helping sellers around the world do the same.

Job Description

Square, Inc. is seeking a Credit Program Manager - Policy to join our Risk team. In this role, you will be responsible for documenting, monitoring, and improving our end-to-end process to manage chargeback risk for sellers using Square to accept credit card payments. Responsibilities will include creation of new operational policies to be leveraged by our Credit agents, ensuring adherence through learning and development and quality assurance, as well as evaluating and adapting our strategies to best serve the needs of our sellers amidst the evolving Block ecosystem. You will demonstrate a high degree of empathy for the businesses and people we serve, and bring creativity and structured thinking towards our procedures while maintaining a positive seller experience.

Responsibilities: 

  • Help manage daily workflows to increase understanding of processes and pain points

  • Work closely with our Operations and Underwriting teams to identify process improvement opportunities 

  • Utilize analytics to monitor process performance and support policy change 

  • Help develop and implement comprehensive business rules that effectively allow sellers to process at Square while balancing potential loss to Square 

  • Identify and resolve gaps in current operational processes and policies to mitigate operational errors

  • Identify the key levers that have the greatest impact on operational efficiencies

  • Maximize efficiency in an environment where the process is fluid and creative solutions are expected

  • Build strong relationships with Disputes, Recovery, Fraud, Customer Support, and Account Management teams to maximize success

  • Lead and manage multiple projects simultaneously with competing priorities

Qualifications

  • 3+ years experience in credit underwriting, project management, and or operational roles, preferably in financial services

  • Excellent project management skills - able to scope and execute key cross-functional initiatives

  • Able to use data to identify problems, trends, and anomalies, as well as to make recommendations for new initiatives

  • Excellent written, oral, and presentation skills and an ability to synthesize information and make clear, concise recommendations on a course of action

  • A creative and eager mindset, with a bias towards action and finding solutions

  • Experience with SQL and Looker a plus

Additional Information

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, veteran status, 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, assessing candidates in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

Perks

We want you to be well and thrive. Our global benefits package includes:

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

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, 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. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.

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