Complaints Internal Response Team Specialist

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
The Complaint Operations Specialist at Cash App holds a crucial position within our Complaint Operations Team, tasked with managing, investigating, and resolving the highest priority and complex customer complaints received through various internal support channels such as Phone, Email, Chat, and Social platforms. In this role, adherence to the Cash Complaints program is critical, demanding a deep understanding of our products, a dedication to enhancing customer experiences, and a commitment to both compliance and risk mitigation. The ideal candidate will excel in complaint identification, conduct thorough investigations, and deliver formal complaint responses. Operating within specified SLAs, the candidate should possess adept de-escalation skills, along with the ability to educate and engage consumers, effectively managing and resolving their concerns within the framework of the Block Global Complaints Program.
You Will

• Maintain detailed records of complaints, investigations, resolutions, and relevant information using the complaint management system.
• Conduct thorough investigations to collect pertinent information and evidence associated with each complaint.
• Assess complaints in accordance with established policies, procedures, and regulatory guidelines from the Block Global Complaint Program and Cash App Complaints Program, determining appropriate courses of action.
• Collaborate with internal departments (Risk Operations, Legal, Compliance) to gather necessary information and address complex complaints.
• Ensure strict compliance with applicable laws, regulations, and policies throughout the complaint resolution process as outlined in the Block Global Complaint Program.
• Provide prompt and accurate resolutions to customer complaints within program SLAs, with a focus on achieving high levels of satisfaction and retention.
• Escalate complex or unresolved complaints to higher management or specialized departments for further investigation and resolution.
• Stay informed about industry trends, regulations, and best practices related to financial institution operations and complaint handling.

You Have

• 2+ years of experience in a similar role within the financial industry, financial institution or fintech experience, demonstrating a strong understanding of complaint resolution procedures.
• Proficiency in using CRM systems, complaint management tools, and data analysis for tracking and reporting.
• Thorough knowledge of financial regulations, compliance standards, and industry best practices.
• Exceptional analytical and problem-solving skills to conduct detailed investigations and evaluate complaints effectively.
• Strong communication skills to collaborate with various internal stakeholders and communicate resolutions to customers.
• Ability to work efficiently under pressure, handling multiple complaints and priorities simultaneously.
• Proactive approach to staying updated on evolving industry trends and regulations.

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 also consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.
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 will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances.
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:
$32 - $48 USD
Zone B:
$30 - $44 USD
Zone C:
$27 - $41 USD
Zone D:
$24 - $36 USD
Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.