Risk Operations Specialist, Japan

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 Japan Risk team is seeking a Risk Operations Specialist to help reduce transaction fraud and support safe growth for sellers.

Reporting to the Japan Risk Lead, you will review high-risk transactions and chargebacks in real time, identify unauthorized activity across payment types, support sellers through the dispute process, and identify emerging risk patterns in a constantly evolving payments environment.

This role is fully remote based in Japan only.

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.

You Have

• Ability to work with Japan-based customers in Japanese (writing and phone), and global Square colleagues in English (reading, writing and video meetings).
• Experience in a risk related role which included direct customer support.
• Experience performing routine operational work and applying company policies and procedures to day-to-day tasks.
• 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.

Nice to Have

• Bachelor's degree or equivalent practical experience.

Technologies We Use and Teach

• Snowflake
• Looker

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 a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, based solely on the core competencies required of the role at hand, and without regard to any legally protected class.
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 an inclusive workplace? Check out our Inclusion & Diversity page