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 47 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.

Check out our locations, benefits, and more at cash.app/careers.

You will support Cash Customer Operations (CCO) / Afterpay complaint management and risk function and will report into the Global Head of Complaints . This team provides comprehensive management of all external data and response to external parties (external to CCO) including regulators, examiners, business partners and legislative authorities arising during regularly scheduled examinations, audits, internal audits, and ad-hoc inquiries. 

You will support Cash’s vision by working together with other compliance and counsel, Data Science, and Operations teams to support the management of CCO related inquiries arising during audits, regulatory examinations,  and other ad-hoc independent requests.

As part of this role, you will:

• In collaboration with Legal and Compliance, interpret internal and external requests related to Regulatory exams, Audits, and external inquiries. 

• Produce required information/responses, perform data analysis, and provide explanations for review 

• Formulate program related responses explaining the Afterpay Complaints and Customer Service process

• Help to streamline responses by creating repeatable processes and maintaining a library of key information in a centralized repository 

• Manage the requests within your portfolio and serve as a central point of contact for the auditors and compliance experts including interfacing with regulators, legal and compliance teams as necessary. 

• Manage, with assistance from partners, all issue remediation identified either externally or internally 

• Conduct status and escalation reporting on the portfolio of work under your direct ownership. 

• Build expertise in Afterpay complaint handling processes and support root-cause review on complaints to validate various complaint management triggers. 

• Access and implement excellent data governance and record keeping practices.

• Minimum of 3  years of Regulatory/Compliance and Controls/Audit related experience or 5+ years of experience in the governance program within the financial services space

• Knowledge of at least one of the following subject matter areas: complaint management, customer operations or payments

• Experience with US financial services regulations for example, Reg E, Reg Z, Truth In Lending (TILA), FCRA, SCRA, UDAAP, Fair Lending.

• Excellent organizational, interpersonal, communication and relationship management skills, and ability to effectively interact with all levels of management

• Ability to think on your feet, anticipate follow-up questions from Regulators and Auditors, and clearly articulate key messages and strategies

• Ability to work quickly to respond to inquiries, without sacrificing quality (e.g. final Regulatory responses are due to Regulators within 48 hours of receipt)

• Experience working with and responding to senior Regulators and Auditors, and Control teams

• Build relationships and credibility with business leads, external partners, and regulators through collaborative and independent programs

• Creative and strategic thinker with a strong control mindset

• Strong project management and organizational skills, and ability to think broadly about processes end-to-end with ability to 'connect the dots' for Regulators, Auditors and Control teams

• Clear written skills

• Adaptability in an agile and fast-paced environment

• Experience managing competing efforts and requirements

Preferred: 

• Industry certifications (e.g. CAMS, CRCM, CFE)

• Knowledge in more than one of the subject matter areas listed above

• Experience with GRC tools/Exam Management Tools  

This position is open to US remote employees

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.

Zone A: USD $83,900 - USD $125,900
Zone B: USD $78,100 - USD $117,100
Zone C: USD $71,400 - USD $107,000
Zone D: USD $63,000 - USD $94,400

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 

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.

We’ve noticed a rise in recruiting impersonations across the industry, where individuals are sending fake job offer emails. Contact from any of our recruiters or employees will always come from an email address ending with @block.xyz, @squareup.com, @tidal.com, or @afterpay.com, @clearpay.co.uk.

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.

While there is no specific deadline to apply for this role, on average, U.S. open roles are posted for 70 days before being filled by a successful candidate.