Company Description
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.
Job Description
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.

Qualifications

• 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
Qualifications

• 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