Credit Risk/Loan Specialist

This is a customer support role for business sellers who are using Square’s loan/financial products. Your main job is to help sellers by answering their questions, fixing issues, and guiding them through their loan process, all through email and online tools. You’ll be a remote customer support specialist helping Square sellers with loan-related questions, ensuring issues are resolved quickly, correctly, and in compliance with financial rules.

What you’ll do day to day

• Answer customer emails using a CRM system (ticketing tool)
• Help sellers understand their loan status, payments, or required business documents
• Decide when an issue needs to be escalated to another team (for example, risk, compliance, or product teams)
• Make sure issues are resolved on time so Square doesn’t lose revenue
• Report bugs or product issues and follow up with internal teams
• Look for repeated problems customers are facing and suggest better processes or product improvements
• Work closely with other teams to get correct answers for customers
• Follow compliance rules (BSA/AML – basic financial crime and anti-money laundering checks)
• Work fully remote, collaborating via Slack and video calls

Work setup & schedule

• 100% remote
• After training: 9 AM – 5 PM in your local time zone
• During training: 9 AM – 5 PM PST
• Uses a MacBook (preferred)

They’re looking for someone who:

• Has 1–3 years of experience in a bank, fintech, payment company, or similar (must-have)
• Has worked in a customer-facing role (must-have)
• Can handle multiple tasks independently
• Is detail-oriented, organized, and good with time management (must-haves)
• Communicates clearly in writing and speaking
• Enjoys helping people and improving customer experience
• Is comfortable in a fast-moving startup environment

Is good with computers, Google Docs, and online research (SQL is a bonus, not required)