Recovery Operations Specialist

Company Description
Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn't work together.
So we expanded into software and started building integrated, omnichannel solutions - to help sellers sell online, manage inventory, offer buy now, pay later functionality through Afterpay, 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 Recovery Operations Team at Square is responsible for helping merchants with Square to get their business accounts back on track. The team directly impacts Square's bottom line, and you will have the chance to contribute to the financial empowerment of business owners while developing a deep understanding of risk at Square. You will be part of Square's Risk organization and will work closely with our Disputes, Credit, and Fraud teams, as well as cross-functional teams. As the face of Square and point person for our merchants, you are an integral part of continuing our work to build best-in-class Recovery processes and solutions that impact Square's and our Sellers' earnings.
You will:

• Communicate to and investigate high risk and high dollar customers via a CRM tool, email, and phone
• Resolve complex issues throughout a high risk lifecycle
• Collaborate on cross-functional projects with Dispute Operations and Policy
• Negotiate payment resolutions with customers with high dollar debt
• Perform administrative tasks such as audits, analyses, and adjustments
• Review and rule on government business documentation e.g. formation documentation and bankruptcy documentation
• Work with product and policy development teams to identify, document, and implement support improvements and feature enhancements.

Qualifications

• 2+ years related collections, disputes, fraud, or equivalent experience
• 2+ years of payroll/finance/accounting experience or equivalent
• Strong organizational, written, and verbal communication skills
• Proficient with Microsoft Suite (including Word, Excel, and PowerPoint) or G-Suite equivalent
• Experience in Salesforce or equivalent CRM tools
• Ability to handle multiple tasks and competing priorities simultaneously with a high degree of independence, professionalism and client orientation
• A metrics-driven work style that leverages data to make informed decisions
• Ability to quickly grasp concepts and ideas, with willingness and/or ability to adapt and thrive in a fast-paced environment
• A desire to help people and improve the customer experience
• A passion for Square and a strong interest in Financial Technology
• Flexibility to work holidays as may be required from time to time

Additional Information
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 modified in the future.
Zone A: USD $30.29 - USD $45.48
Zone B: USD $28.17 - USD $42.31
Zone C: USD $25.77 - USD $38.65
Zone D: USD $22.74 - USD $34.09
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.
Full-time employee benefits include the following:

• Healthcare coverage (Medical, Vision and Dental insurance)
• Health Savings Account and Flexible Spending Account
• 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 (including 12 paid holidays)
• Paid sick leave (1 hour per 26 hours worked (max 80 hours per calendar year to the extent legally permissible) for non-exempt employees and covered by our Flexible Time Off policy for exempt employees)
• Learning and Development resources
• Paid Life insurance, AD&D, and disability benefits

These benefits are further detailed in Block's policies. 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.
While there is no specific deadline to apply for this role, on average, U.S. open roles are posted for 70 days before being filled by a successful candidate.