Risk Mitigation Specialist: Scams, 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 world’s 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. We’ve 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 Fraud Specialist to join our team. As a Fraud 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 Access, Identity, and Controls (AIC) 

• Review customer accounts to look for risk indicators and take appropriate action to mitigate loss, minimize risk and exposure, while protecting the Cash App ecosystem according to company policies.

• Utilize internal tools and account data to confidently decision cases with little to no customer information or input provided.

• Detect and Surface new patterns, trends, red flags, or risky behaviors to BIT and Data Science for machine learning model creation and maintenance.
• Surface and escalate Terms of Service violations, abuse, coercion, illegal activity, and exploitation appropriately to partner teams.

You Have

• Required: Minimum 1 - 2 years of experience in a fraud or prevention role 
• Preferred: Minimum 1 - 2 years experience in the financial tech industry
• Moderate knowledge of banking policies, procedures and governmental regulations
• Must possess basic knowledge of a core banking system as well as the bank policies and procedures related to laws and regulations.
• Background in making data driven decisions and managing cases in a Customer Relationship Management (CRM) tool. 
• Ability to utilize internal tooling for account based reviews. 
• Understanding of transaction monitoring and risk related behaviors through customer transactions.

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 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 we’re doing to build a workplace that is fair and square? Check out our I+D page.

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