SFS Customer Success Advocate

Block is one company built from many blocks, all united by the same purpose of economic empowerment. The blocks that form our foundational teams — People, Finance, Counsel, Hardware, Information Security, Platform Infrastructure Engineering, and more — provide support and guidance at the corporate level. They work across business groups and around the globe, spanning time zones and disciplines to develop inclusive People policies, forecast finances, give legal counsel, safeguard systems, nurture new initiatives, and more. Every challenge creates possibilities, and we need different perspectives to see them all. Bring yours to Block.

The Role

The Square Financial Services (SFS) team is looking for a bilingual, SFS Customer Success Advocate to provide support and risk mitigation within the business financing space with fluency in both English and Spanish. The SFS team at Square oversees safely providing funds to our customers to help them grow their businesses. The Operations team on SFS provides a wonderful experience to our Sellers, and you will be the first level of support provided to our Seller community. You will provide support to Square Sellers with Square Loans questions/needs and become a leader in all inquiries SFS and Square Loans related. You will use your proximity to customers to identify issues to improve the customer experience for Square Loans borrowers. You will love helping businesses grow and finding creative ways to manage risk while improving the customer experience. Successful agents quickly become experts on Square Loans and have the opportunity to influence the product road map and customer experience.

You Will:

• Answer customer questions regarding business documents or current loan information in both English and Spanish (preferred).
• Resolve customer inquiries by phone and email using a CRM tool.
• Navigate escalation paths to assess a Seller's needs based on where they are in the cycle of their loan to mitigate risk.
• Maintain or exceed established service level agreements and guidelines for resolution of queued transactions to minimize potential revenue losses.
• Identify, document, and follow up with teams across varying lines of the business on product bugs and features
• Participate in ongoing training to maintain knowledge of BSA/AML and perform BSA/AML responsibilities needed within this role.
• Collaborate with members of other teams to determine solutions and serve as a resource to provide the best possible experience to our Sellers.
• Work within a remote or distributed team environment and collaborate with team members through internal messaging tools and through video calls.

Qualifications

You have:

• Written and verbal fluency in English as well as Spanish is preferred
• 1+ years of customer service experience within either a financial institution, payment provider, or tech company preferred.
• Interest in discovering and implementing new processes to best support the needs of customers.
• Enjoyment in working collaboratively on new projects across growing areas within the business.
• Desire to implement feedback and change within the scope of your role and the team.
• A passion for Square and customers engaging with Square products.