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 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 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 App's 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:
    • Sunday-Thursday
    • Tuesday-Saturday
  • 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

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.
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 job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.
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.
Zone A:
$30.29 - $45.48 USD
Zone B:
$28.17 - $42.31 USD
Zone C:
$25.77 - $38.65 USD
Zone D:
$22.74 - $34.09 USD
Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offering. Check out our other benefits at Block.
Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy. Each of our brands unlocks different aspects of the economy for more people. Square makes commerce and financial services accessible to sellers. Cash App is the easy way to spend, send, and store money. Afterpay is transforming the way customers manage their spending over time. TIDAL is a music platform that empowers artists to thrive as entrepreneurs. Bitkey is a simple self-custody wallet built for bitcoin. Proto is a suite of bitcoin mining products and services. Together, we're helping build a financial system that is open to everyone.