What are the responsibilities and job description for the SFS Customer Success Advocate position at Block?
Square Financial Services (SFS) team is seeking a highly motivated SFS Customer Success Advocate to provide support and risk mitigation within the business financing space. The SFS team at Square is responsible for safely providing funds to our customers to help them grow their businesses. The Operations team on SFS provides a white glove experience to our sellers, and this role will be the first level of support provided to our seller community. In this role, you will provide support to Square Sellers with Square Loans questions/needs and become a leader in all inquiries SFS and Square Loans related. You will use your proximity to customers to identify issues that will continually improve the customer experience for Square Loans borrowers. The ideal candidate will love helping businesses grow and finding creative ways to manage risk while improving the customer experience. Successful agents quickly become experts on Square Loans and have an opportunity to impact the product roadmap and customer experience on a small, nimble team.
This position is eligible for Block's permanent work from home policy but does need to be based in the state of Utah. We are flexible on locations within the state.
You Will:
Effectively solve customer inquiries via phone and email using a CRM tool
Understand escalation paths to effectively triage a seller’s needs based on where they are in the cycle of their loan in order to mitigate risk
Answer customer questions regarding business documents or current loan information
Maintain or exceed established service level agreements and guidelines for timely resolution of queued transactions to minimize potential revenue losses
Identify, document and follow up with cross functional teams on product bugs and features
Advocate for our seller community by identifying trends in issues and suggesting improvements to processes, policies and products
Collaborate with members of other teams to root out answers and be a resource to teammates to provide the best possible experience to our sellers
Participate in ongoing training to maintain current knowledge of BSA/AML and perform BSA/AML duties as required by job function.
Effectively work in a remote or distributed work environment and collaborate with team members over Slack and video conferencing.
You Have:
BA/BS Degree preferred
1 years of professional experience with either a financial institution or payment provider preferred
Enjoy working in a fast-paced and rapidly changing start-up environment with the ability to quickly adapt to new situations and think on your feet
Experience in direct customer facing roles
Interest in implementing feedback and dedicated to the improvement of your skills and work
Strong organizational, analytical, written and verbal communication skills
Superb attention to detail
Excellent time-management skills
A desire to help people and improve the customer experience
A passion for Square and customers engaging with Square products
Willingness to work flexible hours as part of a rotating schedule
Additional Information
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, veteran status, 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, assessing candidates in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.
Perks
We want you to be well and thrive. Our global benefits package includes:
- Healthcare coverage
- Retirement Plans
- Employee Stock Purchase Program
- Wellness perks
- Paid parental leave
- Paid time off
- Learning and Development resources
Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD54566975, 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. TBD54566975 is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.
