Job Description

Cash App knows that great customer support is provided by both people and products. We are seeking a highly motivated and resourceful individual dedicated to providing world-class support by exceeding expectations through each interaction with Cash App customers.

In this role, you will work with customers to assist them through challenging risk experiences, a critical moment for Cash App and our customers. You will educate customers on risk issues and actions centered around Cash App transactions with a primary focus on high-risk transactions. You will be empowered to assist customers by leveraging strong de-escalation skills and leaning on high-performing team members to ensure correct decisions are made and our customers feel supported.

Risk Operations services Cash App and its customers from onboarding, through real-time transaction monitoring, to dispute processing and also maintain internal and external relationships with key service providers.

Main Workflows

• Researching and filing Card Disputes
• Challenging Peer to Peer Disputes
• Reconciliation of Card Disputes
• Fraudulent ACH research and filing
• Responding via email to all customer dispute inquiries

Measuring Success

• Expectations of 50-60 Customer Cases resolved a day
• Cases addressed within 10 business day SLA for all queues
• Maintaining all cases to be challenged are 3 days out or more
• Weekly Quality Assurance maintaining or exceeding 90%

Essential Functions & Responsibilities:

• Assist Cash App customers and internal partner teams with risk related inquiries, including customer on-boarding, account reviews, fraudulent and other high-risk activity, account takeovers, and disputes
• Conduct customer due diligence (CDD) and enhanced due diligence (EDD) to ensure authenticity, completeness, and accuracy of information and documentation provided by customer
• General knowledge of banking and alternative payment channel operating rules
• Investigate dispute claims and ensure compliance with Regulation E with respect to the timeframes that govern disputed transactions
• Understand charge-offs involving fraudulent activity and provide resolution to prevent future cases
• Investigate fraud notifications to protect the institution from high-risk activity related losses and improve customer experience
• Collaborate and escalate complex cases with team members for guidance/assistance as appropriate
• Respond promptly and exercise exceptional communication skills in an effort to optimize each contact
• Effectively manage cases and communication using Salesforce Service Cloud
• Utilize strong de-escalation skills to assist customers in need
• Meet or exceed established service level agreements and guidelines
• Establish and ensure compliance with departmental standards and processes to increase production and accommodate work volumes toward enhanced customer satisfaction
• Understand bank operations, industry trends & best practices, and the rules and regulations that drive the fintech industry

Qualifications

• Financial services or banking industry experience
• The ability to quickly adapt to new situations and thrive in a fast-paced environment
• Superb attention to detail
• Excellent time-management skills
• A desire for self-improvement of skills through direct leadership and peer feedback
• A passion for engaging with Cash App customers and being a Voice of the Customer
• Strong analytical, organizational, written and verbal communication skills
• Must be flexible with schedule and have the ability to work non-traditional shifts, including evenings and weekends, as well as some holidays based on business needs.