Complaint Resolution Specialist
Based in San Francisco, CA, United States
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, 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. This is our mission, and it’s why working at Cash App means so much more than a job. 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 This ideal team member has a relentless commitment for delivering a great customer experience. This role primarily provides day to day support in the complaint handling process from initial contact to closure through investigation, timely follow up, tracking and documentation of customer response resolution per procedures. You serve as an escalation point for customer complaints, perform in-depth investigations and provide feedback and recommendations to management as needed that may address root cause, corrective & preventive actions. Additionally, you serve as a real time subject matter expert for customer support teams to help guide resolution around immediate issues and partner across multiple Afterpay teams to triage support, providing input and feedback into the customer experience. Key Responsibilities:
Effectively supports complaint handling process to ensure timely completion of complaint
Coordinates complaint investigation activities and responses to consumer and customer complaints through various channels including ongoing monitoring for resolution
Provide support to the Customer Service team for escalated complaints/complex complaints, where first and second level resolution team members have not been able to resolve.
Provide support for executive escalations and external disputes raised to regulatory bodies such as BBB
Work independently to conduct the investigation of consumer complaints within designated timeframes
High levels of autonomy and strong decision making skills required to find the appropriate solution to resolve disputes. Resolution decisions should be considerate of customer experience, prevention of further escalation and/or any reputation damage
Analyze and fully understand issues presented by the complaint, identify any necessary follow-up with the complaint and determine the materials needed to support investigation findings
Strong verbal and written communication skills to be able to prepare detailed, logical and well explained EDR responses with empathy to consumers, executives, external dispute resolution bodies and consumer advocacy groups
Maintain strong working knowledge of the Afterpay product and support procedures
Assists with ongoing monitoring and support of operational processes and being a part of team to drive and recommend improvements
Reporting/escalation of any possible systemic issues or failures and take part in actions for resolution
Prepare reporting for stakeholders on complaint volumes, complaint categories and insights for both internal and external dispute resolution.
Analyze complaint data, report on trends to the business, and make recommendations to improve processes.
Act as a subject matter expert on customer processes, complex customer impacting issues and management of escalated/regulatory disputes within the organisation, including imparting knowledge to others to prevent escalation in the first instance.
Proven background in Customer Service, Complaints Handling and Dispute Resolution.
Proven experience in conflict resolution and strong problem solving abilities
Demonstrated experience in dispute resolution, including communication and management of complaint cases to external groups and governing bodies.
Strong verbal & written communication skills - ability to draft detailed, logical and comprehensive findings to external dispute bodies.
Strong organizational, problem solving, interpersonal, and analytical thinking skills
Demonstrates ability to collaborate, express emotional intelligence, possesses accountability and critical thinking
Tertiary qualifications and/or equivalent industry experience (BBB, CFPB, BCA) is preferred.
Additional Information 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. Zone A: USD $78,000 - USD $95,400 Zone B: USD $72,500 - USD $88,700 Zone C: USD $66,300 - USD $81,100 Zone D: USD $58,500 - USD $71,500 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. Benefits include the following:
Retirement Plans including company match
Employee Stock Purchase Program
Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance
Paid parental and caregiving leave
Paid time off
Learning and Development resources
Paid Life insurance, AD&D. and disability benefits
Perks such as WFH reimbursements and free access to caregiving, legal, and discounted resources
This role is also eligible to participate in Block's equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus. Sales roles may be eligible to participate in a commission plan subject to the terms of the applicable plans and policies. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans. 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 a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.
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.
Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.
Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.