Complaint Handler, Cash App Lending

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
Cash App values exceptional customer support driven by both people and technology. We are seeking a motivated and detail-oriented Complaints Specialist to handle complaint resolution for our newest Lending products, ensuring timely and accurate responses. In this role, you will manage complaint data, implement process improvements to enhance customer satisfaction, and mitigate legal risks. As a problem-solver and team player, you'll have the opportunity to influence the product roadmap while working in a fast-paced, collaborative environment.
You Will

• Manage customer complaints related to Cash App Lending Products proactively and ensure end-to-end resolution
• Ensure all complaints are managed within the Company's target SLAs.
• Provide analysis of complaint data/trends and identify potential corrective or preventive actions.
• Records the details of complaints;
• Identify, document and follow up with support teams on complaint resolution and research
• Collaborate with members of other teams to root out answers and be a resource to teammates

You Have

• 1+ years of professional experience with either a financial institution or complaint management preferred
• Experience fostering and developing key relationships with both external and internal stakeholders
• Excellent written and oral communication skills
• Experience in direct customer or client-facing roles
• 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 passion for Cash App and customers engaging with our platform
• An ability to work weekends as part of a rotating schedule; working-hours flexibility
• An ability to work public holidays as needed

#customerops
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 throughout the recruitment process. If you require an accommodation, let your recruiter know. Want to learn more about what we're doing to build an inclusive workplace? Check out our Inclusion & Diversity page .
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:
$26.30 - $39.47 USD
Zone B:
$24.42 - $36.63 USD
Zone C:
$21.25 - $31.92 USD
Zone D:
$19.71 - $29.52 USD
Use of AI in Our Hiring Process
We may use automated AI tools to evaluate job applications for efficiency and consistency. These tools comply with local regulations, including bias audits, and we handle all personal data in accordance with state and local privacy laws.
Contact us at [email protected] with hiring practice or data usage questions.
Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offering. Check out our other benefits at Block.
Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy. Each of our brands unlocks different aspects of the economy for more people. Square makes commerce and financial services accessible to sellers. Cash App is the easy way to spend, send, and store money. Afterpay is transforming the way customers manage their spending over time. TIDAL is a music platform that empowers artists to thrive as entrepreneurs. Bitkey is a simple self-custody wallet built for bitcoin. Proto is a suite of bitcoin mining products and services. Together, we're helping build a financial system that is open to everyone.