Fraud Analyst
- Full-time
Company Description
To solve this problem, we expanded into software and built integrated solutions to help sellers sell online, manage inventory, book appointments, engage loyal buyers, and hire and pay staff. 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 in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.
Today, we are a partner to sellers of all sizes – large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We’re building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.
Job Description
The global Square Risk team works to protect Square, Square sellers, and enable safe growth across our ecosystem. Square's Australian Risk team is looking for a Risk Operations Specialist to reduce transaction fraud within the merchant commerce space. Reporting to the AU Risk Lead (Brisbane), you will perform detailed analysis of high-risk purchases/transactions in real-time queues to identify unauthorised transactions across different types of payments (card, ACH, and mobile payments).
You will analyse unrecognisable risk patterns and communicate with clients in cases where additional information is required. You will work with global and local Square teams including Compliance and Customer Success. You may have an interest in the areas of fraud investigation and the financial payments industry, and are curious about how new world events and scenarios impact upon risk. This role can be located anywhere on the East Coast of Australia, and can work from home or from our Melbourne office.
Internally, this role is known as Risk Operations Specialist.
Due to the upcoming holidays, all recruitment activities will commence starting January 9th, 2023.
You will:
- Monitor real-time queues and review high-risk transactions from specified points-of-sale
- Use policies to determine if transactions are fraudulent or risky and are cancelled and refunded, or are legitimate and are processed and fulfilled
- Maintain or exceed established service level agreements and guidelines for resolution of queued transactions to minimise potential revenue losses
- Manage escalations through multiple channels (email, and Customer Relationship Management systems) from customers and resolve issues within established service-level agreements
- Conduct analysis of transactional and customer records to link unidentified transactions and accounts to known fraudulent activity
- Advocate for customers by identifying trends in issues and suggesting improvements to Square processes and products
- Build knowledge of risk at Square, and the broader payments industry
- Work some Australian state public holidays
Qualifications
You have:
- Some experience in a risk related role which included direct customer support
- Customer service experience
- Internet research, Google Docs, and overall computer skills
- Undergraduate degree or equivalent experience
Optional/ Nice to have:
- SQL experience
- Experience mitigating online fraud, such as account takeover, phishing and online card testing
- Experience in card issuer disputes, and card transaction monitoring
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, based solely on the core competencies required of the role at hand, and without regard to any 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.
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.