Risk Mitigation ATO Specialist, Cash App

It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments Cash App has gone from a simple product with a single purpose to a dynamic ecosystem developing unique financial products including Afterpay/Clearpay to provide a better way to send spend invest borrow and save to our 50 million monthly active customers. We want to redefine the worlds relationship with money to make it more relatable instantly available and universally accessible.

Today Cash App has thousands of employees working globally across office and remote locations with a culture geared toward innovation collaboration and impact. Weve been a distributed team since day one and many of our roles can be done remotely from the countries where Cash App operates. No matter the location we tailor our experience to ensure our employees are creative productive and happy.

The Role

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 investigate and action customer accounts for risk indicators suspicious activity and policy violations while providing an excellent support experience and ensuring appropriate mitigation actions to secure accounts when required
• Monitor and escalate potential high risk fraudulent and unauthorized activity related to customers accounts or transactional activity in full compliance with Cash Apps regulatory obligations including Regulation E
• Manage and respond to incoming claims in customer-impacting queues in compliance with operational and regulatory obligations
• Document each case with strong attention to detail for future reference and communicate investigation findings to customers through email and messaging channels
• 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 driving for results by meeting KPIs in productivity and quality assurance and providing/receiving feedback regularly to ensure performance alignment
• Maintain accountability and awareness of key process changes system changes organization governance structures and their broader impacts
• Leverage internal tools and account data to confidently decision claims and cases with minimal customer information or input provided while accurately securing and reimbursing customer accounts when required
• Collaborate and escalate complex cases and emerging trends within the team for guidance and assistance while providing mentorship and guidance to other investigators and less tenured team members
• Interact with other Cash App teams to develop fraud prevention strategies processes and short/long-term plans to reduce financial exposure
• Detect and surface new patterns trends red flags or risky behaviors to internal stakeholders BIT and Data Science to assist in determining emerging trends provide loss mitigation recommendations and support machine learning model creation and maintenance
• Serve as a voice of the customer by identifying trends issues and suggesting improvements to processes policies and products while surfacing and escalating Terms of Service violations abuse coercion illegal activity and exploitation appropriately to partner teams

You Have

• Minimum 3 years experience in financial crimes fraud prevention/investigation disputes resolution and/or banking services
• 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.
• A desire for self-improvement of skills through direct leadership and peer feedback
  • This is a fully remote position with flexibility to work non-traditional shifts including evenings weekends and some holidays based on business needs.Schedule Details:Standard shift is 8 hours per day
  • Available schedules:
    • SundayThursday
    • TuesdaySaturday
  • Shift start times fall between 6:00 AM 10:00 AM CST
  • End times range from 3:00 PM 7:00 PM CST depending on shift start

Were 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 an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We also consider qualified applicants with criminal histories for employment on our team and always assess candidates on an individualized basis.

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 were doing to build a workplace that is fair and square Check out our ID page.

Block will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and fair chance ordinances.