Block · 9 hours ago
Complaint Operations Associate - External, Cash App
United States
Full-time
Remote
Senior Level
$23.89/hr - $47.69/hr
5+ years expBlock is a company that aims to redefine the world’s relationship with money through innovative financial products. As a Complaint Operations Associate, you will investigate and resolve complex customer complaints, ensuring compliance with regulations and maintaining customer trust.
Financial Services
Responsibilities
Investigate Tier 1 complaints from CFPB, state/federal agencies, AGs, and litigation channels with thoroughness, objectivity, and sound judgment
Develop resolution strategies that balance customer needs with regulatory compliance and business risk mitigation
Respond to all complaints within legal SLAs with clear communication and thoroughly documented reasoning suitable for external regulatory review
Act on customer accounts to implement corrective actions and resolve consumer issues within Complaint Program SLAs
De-escalate consumer complaints and guide customers to understand, manage, and resolve their issues while maintaining firm boundaries on policy compliance
Master Cash App Complaint Program policies and procedures, serving as a subject matter expert and knowledge resource
Ensure all responses comply with CFPB, state, federal, and global regulations; understand and adapt to market-specific regulatory requirements
Maintain meticulous documentation that meets external regulatory review standards
Recognize when escalation to Legal, Compliance, or Leadership is necessary; demonstrate sound judgment in gray areas
Comply with all Cash App Complaint Program Policies and Procedures without exception
Support Cash App's Litigation Counsel in Small Claims and Arbitration cases, including potential witness testimony or representation for Block, Inc - Cash App
Partner with Press, Brand, and Trust & Safety teams to assess reputational risk and coordinate responses to high-visibility escalations
Communicate with consumers, regulators, and internal stakeholders with clarity, empathy, and professionalism across email, phone, and video channels
Present findings and recommendations to leadership and cross-functional teams with confidence and clarity
Contribute to continuous process improvement by identifying gaps, recommending refinements, and enhancing the customer experience
Qualification
Required
5+ years of customer service, complaint handling, or regulatory compliance experience with demonstrated ability to manage complex, multi-faceted issues
Deep product knowledge of Cash App features, functionality, and customer workflows
Ability to analyze complex scenarios and synthesize findings into clear recommendations
Strong written and verbal communication skills with ability to write clearly and persuasively for regulatory audiences
Proven ability to work independently and collaboratively across multiple teams and stakeholders in a fast-paced, high-pressure environment
Excellent interpersonal skills with ability to de-escalate tense situations, communicate with empathy, and maintain professional boundaries
Sound judgment in ambiguous situations; ability to make decisions with incomplete information while balancing competing priorities
Commitment to compliance and meticulous attention to detail with ability to follow procedures while thinking strategically about business impact
Proficiency with case management systems and documentation tools for tracking, organizing, and analyzing complaint information
Benefits
Remote work
Medical insurance
Flexible time off
Retirement savings plans
Modern family planning
Company
Block
Block is one company built from many blocks, all united by the same purpose of economic empowerment.
10001+ employees
H1B Sponsorship
Block has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (257)
2024 (253)
2023 (260)
2022 (297)
Funding
Current Stage
Late StageLeadership Team
Amrita Ahuja
Chief Financial Officer
Lookman Olusanya
CFO, Square
Recent News
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Business Journals
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