Risk Mitigation Lead - Scams

Company Description
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 47 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.
Check out our locations, benefits, and more at cash.app/careers.
Job Description
This position will lead a risk operation of approximately 8-12 agents focused primarily on Risk mitigation, Scams for all Cash App products. This role has material cross-functional collaboration requirements within Cash App and with our third party banking relationships. Primary focus will be on daily operational management including: people development, SLA adherence, workflow efficiency management, resource allocation, and all things Fraud and Risk mitigation.
Operational Management

• Management Reporting & Metrics
• Leadership & Mentorship
• Industry Expertise (Fraud, E-Commerce, Payments)
• Strategic Planning

Cross-Functional Projects/Partnerships

• Partner with Trust Safeguards Team, Product, Behavioral Insights Team, Compliance, Operational Excellence, CCO Strategy & Enablement, and Customer Operations on projects directly associated with Scams Investigations.
• Partner with third-party vendors or other external partnerships (as needed)

Leading a Team

• Manage a team of high performing individuals in fast-paced environment
• Ability to mentor, coach and lead from the front
• Manage individual performance to metrics and provide ongoing insight and coaching
• Recognize and Reward talent; ensure accountability at all levels within the team roles
• Develop metrics to measure the growth and performance of the team, and provide reports on progress
• Meet or exceed established service level agreements and guidelines
• Partner with HR, Talent, and Recruiting on sourcing candidates as well as administration of HR Policies/Procedures

Essential Responsibilities

• Provide ongoing improvements to investigation approaches and development of fraud detection systems to identify emerging trends
• Diagnose problems and develop compelling, data-driven recommendations to assist in loss mitigation
• Collaborate on and escalate complex cases and new trends within the team
• Ensure compliance with departmental standards and processes
• Stay up to date with industry trends in order to be proactive with identifying signs of fraudulent activity on our customer accounts
• Maintain relationships with our internal and external partners, and help guide strategic company level decisions
• Contribute to the enhancement and integration of support tools or Cash App Scams features, and participate in the needs assessment, development and rollout of new system tools or features
• Provide mentorship to Scams Investigations Specialists within the team
• Foster a culture of accountability, collaboration, efficiency, innovation, excellence and a fun work environment while continuously elevating the quality and caliber of our controls

Qualifications

• 5+ years of work experience in the financial services, fintech, or Risk industry role
• Strong understanding of fraud in a financial services environment, a significant plus
• 2+ years of direct people management experience
• Strong organizational, problem-solving, time-management, and self-starter skills
• Strong analytical skills with demonstrated data literacy and business acumen
• Ability to effectively influence and communicate cross-functionally
• Ability to conceptualize, develop, and implement process improvements
• Excellent verbal and written communication skills

Additional Information
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.
Zone A: USD $88,100 - USD $132,100
Zone B: USD $82,000 - USD $123,000
Zone C: USD $75,000 - USD $112,400
Zone D: USD $66,100 - USD $99,100
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.
Full-time employee benefits include the following:

• Healthcare coverage (Medical, Vision and Dental insurance)
• Health Savings Account and Flexible Spending Account
• Retirement Plans including company match
• Employee Stock Purchase Program
• Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance
• Paid parental and caregiving leave
• Paid time off (including 12 paid holidays)
• Paid sick leave (1 hour per 26 hours worked (max 80 hours per calendar year to the extent legally permissible) for non-exempt employees and covered by our Flexible Time Off policy for exempt employees)
• Learning and Development resources
• Paid Life insurance, AD&D, and disability benefits

These benefits are further detailed in Block's policies. This role is also eligible to participate in Block's equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus. Sales roles may be eligible to participate in a commission plan subject to the terms of the applicable plans and policies. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.
United States and Canada EEOC Statement
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, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other 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 a workplace that is fair and square? Check out our I+D page .
Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.
While there is no specific deadline to apply for this role, on average, U.S. open roles are posted for 70 days before being filled by a successful candidate.
Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.