Investing Complaints Specialist

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
The Investing Complaints Specialist serves as the Directly Responsible Individual for the review and resolution of high sensitivity investing customer complaints including those received from the BBB, CFPB, and state agencies. In this role, you'll be at the forefront of our Investing Complaints Program, handling high-stakes investigations that require both analytical precision and strategic thinking. You'll serve as a key escalation point for internal teams and leverage your expertise to provide responses and resolve complex investment-related issues while ensuring compliance with regulatory requirements.
Your compliance-first mindset will be put to work as you identify trends, compile comprehensive reports, and present valuable insights to stakeholders that drive process improvements and risk mitigation strategies. This position offers the perfect blend of investigative work and strategic analysis for someone who thrives in a fast-paced, detail-oriented environment.
You Will

• Investigate & Resolve
• Lead investigation and resolution of high-sensitivity complaints, ensuring compliance with FINRA, SEC, and state regulatory requirements
• Monitor internal complaint channels and coordinate cross-departmental responses
• Partner with Front Office Service Specialists on complaint identification and timely escalation
• Meet established SLAs and KPI metrics for complaint resolution
• Analyze & Report
• Generate routine complaint data reports for key stakeholders
• Track and analyze complaint trends to drive process improvements
• Maintain accurate documentation of all complaints
• Provide input for regulatory body communications
• Collaborate & Optimize
• Contribute to complaint handling workflows and standard operating procedures
• Support training initiatives for complaint handlers
• Manage interdepartmental communications and requests
• Ensure timely completion of all administrative requirements and record updates

You Have

• Series 7 and 63 FINRA licenses
• 2+ years of experience in brokerage operations or financial services
• Customer service experience
• Strong understanding of FINRA and SEC regulations
• Experience with complaint management systems and regulatory response and reporting

Required Skills

• Regulatory Compliance Expertise
• Stakeholder Communication
• Data Analysis and Reporting
• Problem Resolution
• Excellent Written and Verbal Communication Skills

Preferred Qualifications

• Series 24 FINRA License

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.
#customerops
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:
$31.83 - $47.69 USD
Zone B:
$29.62 - $44.42 USD
Zone C:
$27.07 - $40.63 USD
Zone D:
$23.89 - $35.82 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.