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Disputes Specialist
Cash App
Posted on 1/25/2023
Remote in USA • Remote • St. Louis, MO, USA • United States
Experience Level
Desired Skills
  • 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
  • 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

1,001-5,000 employees

Digital payment processor
Company Overview
Square's mission is to ensure that all businesses are able to participate and thrive in the economy. The company is building infrastrucutre for online payments.