Banking Operations Specialist

Job Description
This position is remote, however the contractor must live within 50 miles of the Oakland, CA office. The address is 1955 Broadway, Oakland, CA, 94612.
Be responsible for responding to inquiries via CRM tools via phone and email
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