We are looking for a passionate and curious Risk Mitigation Specialist to join our team. As a Risk Mitigation Specialist you will be identifying and reviewing suspicious activity that has been flagged by internal tooling or through customer escalations. You will use investigation and analytical skills to take appropriate action and escalate emerging trends. 

You Will: 

• Review and action accounts in accordance with company policies and procedures.
• Investigate, monitor and escalate potential high risk and/or fraudulent activity related to customers' accounts or transactional activity.
• Manage and respond to incoming claims in customer-impacting queues, in compliance with operational and regulatory obligations.
• Demonstrate strong attention to detail to ensure each case is clearly and accurately documented for future reference.
• Efficiently manage multiple issues at a time and maintain case closure Service Level Agreements within specified time frames to minimize revenue losses.
• Foster a culture of accountability, collaboration, speed, innovation, excellence and a fun work environment while continuously elevating the quality and caliber of our controls.
• Drives for Results by maintaining and meeting KPIs in productivity and quality assurance
• Maintains accountability and awareness of key process changes, system changes, organization, governance structures and their broader impacts
• Account Takeover (ATO) 
  • Use defined policies and procedures to investigate customer reported claims of unauthorized account activity in full compliance with Cash App’s Regulation E obligations.
  • Utilize internal tools and account data to confidently decision claims with minimal customer information or input provided, in addition to accurately securing and reimbursing customer accounts when required. 
  • Document and communicate the findings of claim investigations to our customers through email and messaging channels.
  • Review activity on customer accounts suspended for suspected ATO activity to determine whether a takeover took place and secure the account when required.
  • Share frontline insights of ATO activity on the platform with internal stakeholders to assist in determining emerging trends and provide recommendations to assist in loss mitigation.

You have: 

• Experience:
  • Required: Minimum 1 - 2 years experience in the financial services industry
  • Preferred: Minimum 1 - 2 years of experience in a Risk or fraud prevention role 
• Skill Set & Knowledgebase:
  • Moderate knowledge of banking policies and procedures.
  • Must possess basic knowledge of the EFTA and Regulation E.
  • Background in making data driven decisions and managing cases in a Customer Relationship Management (CRM) tool.

Background in making data driven decisions and managing cases in a Customer Relationship Management (CRM) tool.

Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on the candidate's work location and may be may be modified in the future.

Zone A: USD $32.55
Zone B: USD $30.25
Zone C: USD $26.35
Zone D: USD $24.40

To find a location’s zone designation, please refer to this resource. If a location of interest is not listed, please speak with a recruiter for additional information. 

Benefits include the following:

• Healthcare coverage
• Retirement Plans including company match 
• Employee Stock Purchase Program
• Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance 
• Paid parental and caregiving leave
• Paid time off
• Learning and Development resources
• Paid Life insurance, AD&D. and disability benefits 
• Perks such as WFH reimbursements and free access to caregiving, legal, and discounted resources 

This role is also eligible to participate in Block's equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus. Sales roles may be eligible to participate in a commission plan subject to the terms of the applicable plans and policies. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.

US and Canada EEOC Statement

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 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.