As part of the Cash Risk Banking team, you will work with our banking partners and customers to assist them through challenging risk experiences, a critical moment for Cash App and our customers.

You will educate customers and our internal stakeholders on risk issues and actions centered around Cash App transactions with a primary focus on high-risk transactions.

You will be empowered to assist our banking partners with their escalations, by leveraging strong investigation and organizational skills.

Measuring Success:

Success is measured through performance (output) and efficiency goals (adherence to SLAs or project deadlines) as well as quality. Each workflow is measured separately by daily/weekly volume of cases completed, as well as accuracy of decisions, with the added component on Banking Partner escalations of relationship building/maintenance.

Operational Efficiency

• Manage incoming customer communication via our Customer Relationship Management systems
• Respond promptly and exercise exceptional communication skills with our banking partners in an effort to optimize each contact
• Efficiently manage multiple issues at a time and maintain case closure Service Level Agreements within specified time frames to minimize revenue losses
• Demonstrate strong attention to detail to ensure each case is clearly and accurately documented for future reference
• Conduct time-sensitive and comprehensive investigations with a heavy influence on Account Based Review
• Investigate and resolve fraud and financial issues that require a high level of attention to detail

Teamwork

• Foster a culture of accountability, collaboration, speed, innovation, excellence and a fun work environment while continuously elevating the quality and caliber of our controls
• Collaborate and escalate complex cases and new trends within the team for guidance/assistance
• Provide mentorship to other investigators and less tenured agents within the team
• Interact with other Cash App teams to develop fraud prevention strategies and processes

Project Management

• Assist leadership team in construction of short term and long-term plans with associated benefits of strategies that are developed to reduce financial exposure associated with identified high-risk activity
• Be a voice of the customer by identifying trends, issues, and suggesting improvements to processes, policies, and products
• Provide ongoing analysis of fraud detection systems to determine emerging trends and provide recommendations to assist in loss mitigation
• Excellent analytical skills with proficient spreadsheet and word processing experience; SQL experience a plus
• Strong organizational, problem-solving, time-management, and self-starter skills required
• Excellent verbal and written communication skills to effectively communicate and provide customer service required
• Ability to conceptualize, develop, and implement process improvements
• Flexibility to adapt and able to manage multiple assignments while working independently

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 the candidate's work location and may be may be modified in the future.

Zone A: USD $32.55
Zone B: USD $30.25
Zone C: USD $26.35
Zone D: USD $24.40

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. 

Benefits include the following:

• Healthcare coverage
• Retirement Plans including company match 
• Employee Stock Purchase Program
• Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance 
• Paid parental and caregiving leave
• Paid time off
• Learning and Development resources
• Paid Life insurance, AD&D. and disability benefits 
• Perks such as WFH reimbursements and free access to caregiving, legal, and discounted resources 

This role is also eligible to participate in Block's equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus. Sales roles may be eligible to participate in a commission plan subject to the terms of the applicable plans and policies. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.

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 a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. 

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. 

Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

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.