Disputes Specialist, Cash App

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
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 world-class 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 high-risk transactions. You will be empowered to assist customers by leveraging strong de-escalation skills and leaning on high-performing team members to ensure correct decisions are made and our customers feel supported.

Risk Operations services Cash App and its customers from onboarding, through real-time transaction monitoring, to dispute processing and also maintain internal and external relationships with key service providers.

Main Workflows

Researching and filing Card Disputes
Challenging Peer to Peer Disputes
Reconciliation of Card Disputes
Fraudulent ACH research and filing
Responding via email to all customer dispute inquiries
Measuring Success

Expectations of 50-60 Customer Cases resolved a day
Cases addressed within 10 business day SLA for all queues
Maintaining all cases to be challenged are 3 days out or more
Weekly Quality Assurance maintaining or exceeding 90%
Essential Functions & Responsibilities:

Assist Cash App customers and internal partner teams with risk related inquiries, including customer on-boarding, account reviews, fraudulent and other high-risk 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 charge-offs involving fraudulent activity and provide resolution to prevent future cases
Investigate fraud notifications to protect the institution from high-risk 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 de-escalation 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
Financial services or banking industry experience
The ability to quickly adapt to new situations and thrive in a fast-paced environment
Superb attention to detail
Excellent time-management skills
A desire for self-improvement 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 non-traditional shifts, including evenings and weekends, as well as some holidays based on business needs.
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 the candidate’s work location and may be may be modified in the future.

Zone A: USD $32.55
Zone B: USD $30.25
Zone C: USD $26.35
Zone D: USD $24.40

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:

Healthcare coverage
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.