Disputes Agent, Cash App
Disputes Agent, Cash App
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Salary Not Disclosed
1 Vacancy
Job Description
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
Cash App knows that great customer support is provided by both people and products. We are seeking a highly motivated and resourceful individual dedicated to providing worldclass support by exceeding expectations through each interaction with Cash App customers.
In this role you will work with customers to assist them through challenging risk experiences a critical moment for Cash App and our customers. You will educate customers on risk issues and actions centered around Cash App transactions with a primary focus on highrisk transactions. You will be empowered to assist customers by leveraging strong deescalation skills and leaning on highperforming team members to ensure correct decisions are made and our customers feel supported.
Risk Operations services Cash App and its customers from onboarding through realtime transaction monitoring to dispute processing and also maintain internal and external relationships with key service providers.
You Will
- Assist Cash App customers and internal partner teams with risk related inquiries including customer onboarding account reviews fraudulent and other highrisk activity account takeovers and disputes
- Conduct customer due diligence (CDD) and enhanced due diligence (EDD) to ensure authenticity completeness and accuracy of information and documentation provided by customer
- General knowledge of banking and alternative payment channel operating rules
- Investigate dispute claims and ensure compliance with Regulation E with respect to the timeframes that govern disputed transactions
- Understand chargeoffs involving fraudulent activity and provide resolution to prevent future cases
- Investigate fraud notifications to protect the institution from highrisk activity related losses and improve customer experience
- Collaborate and escalate complex cases with team members for guidance/assistance as appropriate
- Respond promptly and exercise exceptional communication skills in an effort to optimize each contact
- Effectively manage cases and communication using Salesforce Service Cloud
- Utilize strong deescalation skills to assist customers in need
- Meet or exceed established service level agreements and guidelines
- Establish and ensure compliance with departmental standards and processes to increase production and accommodate work volumes toward enhanced customer satisfaction
- Understand bank operations industry trends & best practices and the rules and regulations that drive the fintech industry
You Have
- Financial services or banking industry experience
- The ability to quickly adapt to new situations and thrive in a fastpaced environment
- Superb attention to detail
- Excellent timemanagement skills
- A desire for selfimprovement of skills through direct leadership and peer feedback
- A passion for engaging with Cash App customers and being a Voice of the Customer
- Strong analytical organizational written and verbal communication skills
- Must be flexible with schedule and have the ability to work nontraditional shifts including evenings and weekends as well as some holidays based on business needs.
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 also consider qualified applicants with criminal histories for employment on our team and always assess candidates on an individualized basis.
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.
Block will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and fair chance ordinances.
Required Experience:
Unclear Seniority
Employment Type
Full Time
