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Complaint Operations External Response Associate – Cash App
| Company | Block |
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| Location | St. Louis, MO, USA |
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| Salary | $23.89 – $47.69 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Mid Level |
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Requirements
- 3-5+ years of customer service experience
- Minimum 9 months tenure at Cash App
- Excellent written and verbal communication skills
- Ability to work cross functionally with stakeholders across Block, Inc.
- Must be meeting, or exceeding performance expectations in current role
- Must be in good HR standing
- A desire to improve the customer experience, while remaining in compliance with all policy and procedures
Responsibilities
- Comply with all Cash App Complaint Program Policies and Procedures
- Develop expertise on the Cash App product to handle complaints and provide consumer resolutions within legal SLAs to Third Party State and Federal Agencies, State AGs, etc.
- Understand and comply with regulations within specific global markets
- Assist Cash App’s Litigation Counsel in Small Claims and Arbitration cases; possibly acting as a witness/representative for Block, INC – Cash App
- Address all Tier 1 and Tier 2 high-severity complaints
- Handle complaint escalations received from Cash App Press, Brand, and Trust and Safety Teams
- Act on customer accounts to resolve consumer issues within program SLAs
- Conduct thorough investigations into all consumer complaints received through external channels (CFPB, State AG’s, etc.), and provide in-depth analysis of the root cause of complaints to assist in corrective action and reduce complaint escalations
- Collaborate with teams across Cash App to continually refine the CCOT process and procedures, enhancing the customer experience
Preferred Qualifications
No preferred qualifications provided.
