Dispute Investigation Policy Strategist

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 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

We are seeking a highly experienced Dispute Investigation Policy Strategist to join our dispute team. You will play a central role in shaping how Cash App manages and resolves consumer disputes across all Cash App products in accordance with Regulation E (Electronic Fund Transfer Act) and Regulation Z (Truth in Lending Act) while aligning with network rules and internal risk policies.

As the subject matter expert in issuer disputes you will be responsible for designing compliant and scalable policies and processes with a strong understanding of Visa and Pulse network chargeback rules regulatory obligations and dispute-related risk mitigation strategies. This is a critical role that sits at the intersection of Risk Compliance Operations and Product ensuring our dispute handling processes are efficient auditable and customer-centric.

You Will

• Own strategy for design documentation and maintenance of dispute investigation policies and procedures in alignment with Reg E Reg Z and relevant Visa and Pulse network rules
• Ensure processes support compliant handling of a wide range of disputes: unauthorized transactions billing errors merchandise/service issues etc.
• Partner with Compliance Legal Operations and Product to operationalize dispute handling workflows and control frameworks
• Build and refine policies related to provisional credit investigation timelines customer notifications and liability determinations
• Stay current with changes in regulatory and network rules and translate them into timely policy updates
• Lead internal reviews of high-risk escalated or complex dispute scenarios
• Provide dispute training support to frontline operations and help establish internal controls to ensure adherence
• Support audit readiness and regulatory examination preparation with strategy documentation
• Serve as an internal SME for issuer dispute workflows and escalation criteria

You Have

• 8 years of experience in dispute operations dispute policy regulatory risk roles in the financial services industry
• Deep working knowledge of Regulation E (EFTA) including investigation requirements timelines provisional credit and consumer liability provisions
• Familiarity with Regulation Z
• Strong understanding of Visa and Pulse dispute resolution processes including issuer and acquirer roles and chargeback filing rules
• Proven ability to create detailed operational policies workflows and documentation
• Excellent written and verbal communication skills with experience with SOPs playbooks and audit-ready documentation
• Demonstrated ability to influence cross-functional stakeholders and support operational teams
• Experience with audit internal control testing or regulatory examination support is a plus
• Bonus Experience supporting card issuing chargebacks or fraud operations within a fintech or bank
• Bonus Prior involvement in implementing or maintaining compliance technology/tools related to dispute management
• Bonus Working knowledge of UDAAP principles as they relate to customer treatment in dispute processes

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.