Brokerage Operations Service Specialist

It all started with an idea at Block in 2013. Initially built to take the pain out of peertopeer 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 worlds 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. Weve 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

With Cash App Investing customers can trade stock in their favorite companies with as little as $1 using our free fractional trading feature! Were hiring a Brokerage Operations Specialist to support our Front Office functions of our BrokerDealer. You will play an important role in our growing brokerdealer subsidiary Cash App Investing LLC located in Portland Oregon. You will report to the Brokerage Operations Service Lead and maintain customer satisfaction by addressing inbound communications for Cash App Investing brokerage accounts.

You Will

• Quickly and accurately identify customer needs and share the appropriate solution to their questions and accountrelated issues in compliance with Firm procedures
• Process all work daily to maintain excellent service levels
• Work in various service queues to communicate with customers
• Ensure customer complaints are properly documented filed and addressed
• Identify leading indicators of customer experience pain points and reduce further risk of issues by surfacing to your leadership team
• Manage and triage Investing related issues through the use of internal tools and systems
• Anticipate situations and incidents that could occur and ask the right questions to fuel process improvements
• Identify process gaps and effectively communicate to ensure the issue is understood and addressed
• Focus on continued enhancements to improve customer support training and knowledge articles
• Adhere to KPIs as outlined by your lead

You Have

• FINRA Licenses: Series 7 Series 63
• A growth mindset willing to learn every day and adapt to change
• At least 2 years of customer service experience in brokerdealer or financial operations
• Knowledge and respect for SEC/FINRA regulatory and compliance rules and regulations
• An appreciation and desire for innovation within the securities industry
• A team player mentality with the ability to uplift
• Ability to quickly learn proprietary webbased back office applications
• A trust but verify mentality
• A customerfirst belief
• Interest in Finance Economics or similar area

Nice to Have

• Experience working at a fast growth FinTech
• Experience navigating various applications such as G Suite Jira Slack and Confluence
• Experience working at or with a Carrying or Clearing BrokerDealer

Were 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 will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and fair chance ordinances.

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 were doing to build a workplace that is fair and square Check out our ID page.

While there is no specific deadline to apply for this role U.S. roles are typically open for an average of 55 days before being filled by a successful candidate. Please refer to the date listed at the top of this job page for when this role was first posted.

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