Loan Servicing Specialist

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, 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.

The Role

The Square Financial Services (SFS) team is seeking a highly motivated SFS Loan Servicing Specialist, to provide support and risk mitigation within the consumer lending space for Cash Borrow. The Loan Servicing Specialist role is responsible for providing a white glove experience to our consumers with Borrow Loans. This individual will focus on our Cash App Borrow Lending product at SFS.

You Will

• You will use your proximity to customers to identify issues to improve the customer experience.
• Effectively solve customer Cash Borrow inquiries via support queue communication
• Understand escalation paths to effectively triage a customer's needs based on where they are in the cycle of their loan in order to mitigate risk
• Be able to adapt to changing workflows and customer inquiry channels including email, and potential chat/phone support where required
• Hold a high bar for Support when owning customer interactions
• Identify, document and follow up with support teams on product bugs and features
• Advocate for customers by identifying trends in issues and suggesting improvements to processes, policies and products
• Recognize errors and draft improvements to content in the external Support Center and internal documentation
• Collaborate with members of other teams to assist or root out answers and be a resource to teammates
• Meet or exceed metrics and performance outlined and discussed with your direct lead
• Maintain or exceed established service level agreements and guidelines for timely resolution of queued transactions to minimize potential revenue losses
• Participate in ongoing training to maintain current knowledge of BSA/AML and lending regulations/policies and perform BSA/AML duties as required by job function.

Effectively work in a remote or distributed work environment and collaborate with team members over Slack and video conferencing.

You Have

• 1+ years of professional experience with either a financial institution or payment provider preferred
• Enjoy working in a fast-paced and rapidly changing start-up environment with the ability to quickly adapt to new situations and think on your feet
• Experience in direct customer or client-facing roles
• Genuine curiosity about people and business, while possessing the ability to inspire passion in others
• Coachable mindset, interested in implementing feedback, and dedicated to continuous personal improvement
• Comfort with ambiguity and resilient when facing rapid change
• Excellent organizational and time-management skills
• A desire to help people and improve the customer experience
• A passion for Block, Banking, and Cash App and customers engaging with our platform
• The ability to multi-task by navigating systems applications while driving resolutions with customers by phone support
• An ability to work weekends as part of a rotating schedule; working-hours flexibility
• An ability to work public holidays as needed

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