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 seeking a highly motivated SFS Loan Servicing Specialist, to provide support and risk mitigation within the consumer lending space for Cash Borrow. The Loan Servicing Specialist role is responsible for providing a white glove experience to our consumers with Borrow Loans. This individual will focus on our Cash App Borrow Lending product at SFS. You Will You will use your proximity to customers to identify issues to improve the customer experience. Effectively solve customer Cash Borrow inquiries via support queue communication Understand escalation paths to effectively triage a customer's needs based on where they are in the cycle of their loan in order to mitigate risk Be able to adapt to changing workflows and customer inquiry channels including email, and potential chat/phone support where required Hold a high bar for Support when owning customer interactions Identify, document and follow up with support teams on product bugs and features Advocate for customers by identifying trends in issues and suggesting improvements to processes, policies and products Recognize errors and draft improvements to content in the external Support Center and internal documentation Collaborate with members of other teams to assist or root out answers and be a resource to teammates Meet or exceed metrics and performance outlined and discussed with your direct lead Maintain or exceed established service level agreements and guidelines for timely resolution of queued transactions to minimize potential revenue losses Participate in ongoing training to maintain current knowledge of BSA/AML and lending regulations/policies 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.