SFS Loan Servicing Specialist

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 Financial Services (SFS) team is looking for a bilingual, SFS Customer Success Advocate to provide support and risk mitigation within the business financing space with fluency in both English and Spanish. The SFS team at Square oversees safely providing funds to our customers to help them grow their businesses. The Operations team on SFS provides a wonderful experience to our Sellers, and you will be the first level of support provided to our Seller community. 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 to improve the customer experience for Square Loans borrowers. You 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 the opportunity to influence the product road map and customer experience.
You Will

• Answer customer questions regarding business documents or current loan information in both English and Spanish (preferred).
• Resolve customer inquiries by phone and email using a CRM tool.
• Navigate escalation paths to assess a Seller's needs based on where they are in the cycle of their loan to mitigate risk.
• 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 across varying lines of the business on product bugs and features
• Participate in ongoing training to maintain knowledge of BSA/AML and perform BSA/AML responsibilities needed within this role.
• Collaborate with members of other teams to determine solutions and serve as a resource to provide the best possible experience to our Sellers.
• Work within a remote or distributed team environment and collaborate with team members through internal messaging tools and through video calls.

You Have

• Written and verbal fluency in English as well as Spanish is preferred
• 1+ years of customer service experience within either a financial institution, payment provider, or tech company preferred.
• Interest in discovering and implementing new processes to best support the needs of customers.
• Enjoyment in working collaboratively on new projects across growing areas within the business.
• Desire to implement feedback and change within the scope of your role and the team.
• A passion for Square and customers engaging with Square products.

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 an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances. 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 .
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.
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.
Zone A:
$30.29 - $45.48 USD
Zone B:
$28.17 - $42.31 USD
Zone C:
$25.77 - $38.65 USD
Zone D:
$22.74 - $34.09 USD
Use of AI in Our Hiring Process
We may use automated AI tools to evaluate job applications for efficiency and consistency. These tools comply with local regulations, including bias audits, and we handle all personal data in accordance with state and local privacy laws.
Contact us at [email protected] with hiring practice or data usage questions.
Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offering. Check out our other benefits at Block.
Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy. Each of our brands unlocks different aspects of the economy for more people. Square makes commerce and financial services accessible to sellers. Cash App is the easy way to spend, send, and store money. Afterpay is transforming the way customers manage their spending over time. TIDAL is a music platform that empowers artists to thrive as entrepreneurs. Bitkey is a simple self-custody wallet built for bitcoin. Proto is a suite of bitcoin mining products and services. Together, we're helping build a financial system that is open to everyone.