Disputes Agent, Cash App

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 knows that great customer support is provided by both people and products. We are seeking a highly motivated and resourceful individual dedicated to providing world-class support by exceeding expectations through each interaction with Cash App customers.
In this role, you will work with customers to assist them through challenging risk experiences, a critical moment for Cash App and our customers. You will educate customers on risk issues and actions centered around Cash App transactions with a primary focus on high-risk transactions. You will be empowered to assist customers by leveraging strong de-escalation skills and leaning on high-performing team members to ensure correct decisions are made and our customers feel supported.
You Will

• Assist Cash App customers and internal partner teams with risk related inquiries, including customer on-boarding, account reviews, fraudulent and other high-risk activity, account takeovers, and disputes
• Conduct customer due diligence (CDD) and enhanced due diligence (EDD) to ensure authenticity, completeness, and accuracy of information and documentation provided by customer
• General knowledge of banking and alternative payment channel operating rules
• Investigate dispute claims and ensure compliance with Regulation E with respect to the timeframes that govern disputed transactions
• Understand charge-offs involving fraudulent activity and provide resolution to prevent future cases
• Investigate fraud notifications to protect the institution from high-risk activity related losses and improve customer experience
• Respond promptly and exercise exceptional communication skills in an effort to optimize each contact
• Effectively manage cases and communication using Salesforce Service Cloud
• Utilize strong de-escalation skills to assist customers in need
• Meet or exceed established service level agreements and guidelines
• Establish and ensure compliance with departmental standards and processes to increase production and accommodate work volumes toward enhanced customer satisfaction
• Main Workflows
  • Researching and filing Card Disputes
  • Challenging Peer to Peer Disputes
  • Reconciliation of Card Disputes
  • Fraudulent ACH research and filing
  • Responding via email to all customer dispute inquiries
  Measuring Success
  • Expectations of 50-60 Customer Cases resolved a day
  • Cases addressed within 10 business day SLA for all queues
  • Maintaining all cases to be challenged are 3 days out or more
  • Weekly Quality Assurance maintaining or exceeding 90%

You Have

• 1+ years of experience in Disputes Management, with a focus on investigating and resolving transaction-related claims
• Background in the Financial Services or Banking industry, preferably in a regulated environment
• Familiarity with Regulation E (Electronic Fund Transfer Act) and its application to consumer dispute resolution
• A desire for self-improvement of skills through direct leadership and peer feedback
• A passion for engaging with Cash App customers and being a Voice of the Customer
• Must be flexible with schedule and have the ability to work non-traditional shifts, including evenings and weekends, as well as some holidays based on business needs.
• This is a fully remote position with flexibility to work non-traditional shifts, including evenings, weekends, and some holidays, based on business needs.Schedule Details:
  • Standard shift is 8 hours per day
  • Available schedules:
    • Sunday-Thursday
    • Tuesday-Saturday
  • Shift start times fall between 6:00 AM - 10:00 AM CST
  • End times range from 3:00 PM - 7:00 PM CST, depending on shift start

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 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 .
Block will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances.
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:
$30.29 - $45.48 USD
Zone B:
$28.17 - $42.31 USD
Zone C:
$25.77 - $38.65 USD
Zone D:
$22.74 - $34.09 USD
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.