On the Account Review team, we work to create a secure platform where the global community can connect to financial tools leading to greater economic empowerment. As an Account Review Identity Specialist, you will be an essential link to our customers by helping them to onboard into the app safely and securely.. As a member of this team, the ideal candidate is a creative problem-solver and a collaborative team member who is energized by working with people, while offering best in class service to our customers. This role is fast-paced, investigative, and requires strong communication, prioritization, and organization skills. The best candidates will be highly motivated and resourceful to help build world-class support by driving operational excellence within Account Review.  

The Account Review team's mission is to redefine the world’s relationship with financial security and verification by making it more relatable, instantly available & universally accessible.      

To support this goal you will: 

(Core Account Review Identity Specialist Responsibilities)

• Thoroughly review customer instruments, documents and account information for accuracy standards across multiple platforms. 
• Identify and escalate fraud signals in customer behaviors in efforts to protect the customer from high-risk activity related losses.
• Ability to manage and support high case volumes 
• Verify and onboard Cash App customers on to the App platform through multiple verification workflows such as Instrument Verification, Enhanced Verification and Manual Enhanced Verification
• Effectively leverage case management tools in order to assist customers with account verification and recovery.
• Collaborate and escalate complex cases with team members for guidance/assistance as appropriate.
• Consistently meet established key performance indicators in order to ensure productivity on a monthly basis.

• Minimum 1 - 2 years experience in the financial services industry  
• Experience in direct customer or client-facing roles
• Excellent verbal and written communication skills 
• Ability to analyze multiple data points to draw conclusions
• Coachable mindset, interested in implementing feedback, and dedicated to continuous personal improvement
• Comfort with ambiguity and resilient when facing rapid change
• Excellent organizational and time-management skills
• A track record of helping people and improving the customer experience (internal and external)
• The ability to multi-task by navigating systems applications while driving resolutions 
• An ability to work at least 1 weekend day schedule; working-hours flexibility
• An ability to work public holidays as needed

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 $29.60
Zone B: USD $27.25
Zone C: USD $24.00
Zone D: USD $22.21

In addition to the regular hourly rates listed above, this role may be eligible for a shift differential for employees who are scheduled to work weekend (Saturday/Sunday) shifts.

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. 

Full-time employee benefits include the following:

• Healthcare coverage (Medical, Vision and Dental insurance)
• Health Savings Account and Flexible Spending Account
• 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 (including 12 paid holidays)
• Paid sick leave (1 hour per 26 hours worked (max 80 hours per calendar year to the extent legally permissible) for non-exempt employees and covered by our Flexible Time Off policy for exempt employees) 
• Learning and Development resources
• Paid Life insurance, AD&D, and disability benefits 
• Additional Perks such as WFH reimbursements and free access to caregiving, legal, and discounted resources 

These benefits are further detailed in Block's policies. 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.

US and Canada EEOC Statement

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.