Complaints Analyst

It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 50+ million monthly active customers. We want to redefine the world's relationship with money to make it more relatable, instantly available, and universally accessible.
Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We've been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.
The Role
Square Financial Services (SFS) is Block's bank, providing FDIC-insured deposit services and lending solutions to small businesses nationwide. We're growing and focused on becoming Block's bank in both name and practice.
We're seeking a Complaints Analyst to join our 100% remote team. You'll review customer complaints related to consumer and business loans, respond professionally and empathetically, and work closely with our legal and compliance teams. Your attention to detail and commitment to great customer experiences will help us continually improve.
You will:

• Review, categorize, and investigate loan complaints.
• Draft professional responses to customers and provide resolution guidance.
• Escalate legal, regulatory, or compliance concerns when needed.
• Track complaint trends and share insights for improvements.
• Partner with Customer Success, Risk, Compliance, and Legal teams.

You have:

• 1-2 years in customer service, compliance, or complaints handling (financial services preferred).
• Strong written and verbal communication skills.
• Attention to detail and excellent problem-solving skills.
• Ability to work independently in a fast-paced, remote environment.
• CRM experience and a Bachelor's degree are a plus.

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
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.