JP Risk 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 global Square Risk team works to protect Square, Square sellers, and enable safe growth across our ecosystem. Square's Japan Risk team is looking for a Risk Operations Specialist to reduce transaction fraud within the merchant commerce space. Reporting to the Japan Risk Lead, you will perform detailed analysis of high-risk purchases/transactions in real-time queues to identify unauthorized transactions across different types of payments (card and mobile payments), and support sellers who have received a payment dispute, also known as chargeback.
You will analyze unrecognizable risk patterns and chargebacks, and communicate with Square clients in cases where additional information is required. You may have an interest in the areas of fraud investigation and the financial payments industry, and are curious about how new world events and scenarios impact upon risk. This position can be based remotely in Japan, from our Tokyo office, or a mix of both.
You Will:

• Monitor real-time queues and review high-risk transactions from specified points-of-sale
• Use policies to determine if transactions are fraudulent or risky and should be canceled and refunded, or are legitimate and should be processed and fulfilled
• Maintain or exceed established service level agreements and guidelines for resolution of queued transactions to minimize potential revenue losses
• Manage escalations through multiple channels (email, and Customer Relationship Management systems) from customers and resolve issues within established service-level agreements
• Conduct analysis of transactional and customer records to link unidentified transactions and accounts to known fraudulent activity
• Monitor and respond to cardholder disputes including researching and compiling evidence to validate transactions
• Advocate for customers by identifying trends in issues and suggesting improvements to Square processes and products
• Build knowledge of risk at Square, and the broader payments industry
• Work nontraditional shifts including non-business hours and some Japanese public holidays

Qualifications
You Have:

• Some experience in a risk related role which included direct customer support
• Ability to work with Japan-based customers in Japanese (writing and phone), and global Square colleagues in English (reading, writing and video meetings)
• Experience working in a customer-focused environment, handling multiple projects
• Strong internet research abilities
• Experience using CRM tool
• Desire to improve the customer experience
• Passion for Square and interest in the technology industry
• Bachelor's degree or equivalent practical experience

Optional:

• Experience working in a finance or operational risk environment
• SQL / Looker experience
• Risk and chargeback experience
• Credit Risk and/or underwriting experience
• Fin-tech or insurance industry experience

Qualifications
You Have:

• Some experience in a risk related role which included direct customer support
• Ability to work with Japan-based customers in Japanese (writing and phone), and global Square colleagues in English (reading, writing and video meetings)
• Experience working in a customer-focused environment, handling multiple projects
• Strong internet research abilities
• Experience using CRM tool
• Desire to improve the customer experience
• Passion for Square and interest in the technology industry
• Bachelor's degree or equivalent practical experience

Optional:

• Experience working in a finance or operational risk environment
• SQL / Looker experience
• Risk and chargeback experience
• Credit Risk and/or underwriting experience
• Fin-tech or insurance industry experience