Banking Operations Specialist - Contract - TalentBurst, Inc.
Oakland, CA
About the Job
Banking Operations Specialist
Remote Position
12+ months with a high possibility of extension
Pay Rate: $25/hr. on W2
Description:
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Remote Position
12+ months with a high possibility of extension
Pay Rate: $25/hr. on W2
Description:
- Square's Banking team is seeking a highly motivated operational specialist to provide support and risk mitigation for our suite of banking products. The Banking team at Square is responsible for safely providing credit to our customers to help them grow their businesses in the form of loans, credit, and other banking products. The Operations team on Banking provides a white glove experience to our sellers and be the first of support provided to our sellers.
- In this role, you will provide support to square merchants with questions about the Square Banking program, while also helping to review applications and documentation to mitigate risk.
- You will use your proximity to customers to identify issues that will continually improve the customer experience for Banking sellers. The ideal candidate will love helping businesses grow and finding creative ways to manage risk while improving the customer experience. Successful specialists can work in a fast-paced, constantly changing environment.
- Be responsible for responding to inquiries via CRM tools via email and messaging
- Complete daily cases through utilization of a standard operating procedure, and identify/analyze trends to suggest improvements for the program
- Understand escalation paths to triage a seller's needs and mitigate risk
- Answer customer questions regarding business documents or current loan information
- Maintain or exceed established service level agreements and guidelines for resolution of queued transactions to minimize potential revenue losses
- Identify, document, and follow up with teams on product bugs and features
- Advocate for our seller community by identifying trends in issues and suggesting improvements to policies and products
- Participate in ongoing training to maintain current knowledge of BSA/AML and perform BSA/AML responsibilities as needed within the role.
- Effectively work in a remote or distributed work environment and collaborate with team members through internal messaging tools and video conferencing.
- Suggest improvements for Square Banking content on the Support Center and in our macros
- Gain a basic understanding of the Square Banking Underwriting process
- Interest in implementing feedback and dedicated to the improvement of your skills and work
- Flexibility to adapt and desire to collaborate with others on multiple assignments
- Analytic, written, and verbal communication skills
- A desire to help achieve new milestones and improve the customer experience
- A passion for Square and customers engaging with square products
- Experience in direct customer facing roles
- Proficiency with technical tools, such as Google and Microsoft Suite, Slack, and Customer Relationship Management (CRM) software is preferred
- 1+ years of professional experience working within a financial institution, payment service provider, or experience in a direct customer-facing environment.
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Source : TalentBurst, Inc.
