Executive Relations Escalations 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/Clearpay, 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.

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

We are seeking a highly motivated and resourceful individual to join the Cash Executive Relations Team as an Escalations Specialist. This specialist will handle Tier 3 Complaint Escalations from all three front-line support channels; as well as provide highly technical, real-time support to our front-line advocates. We're looking for Specialists with top-notch skills and the ability to de-escalate consumer complaint allegations in real time channels. The ideal candidate has the ability to remain compliant with all complaint handling procedures to de-escalate situations reducing business risk, and educate consumers to understand, manage and resolve their concerns with Complaint Program SLAs. This role will require a strong focus on customer centricity and remediating the customer experience; including acknowledging the complaint and responding in a compliant manner that mitigates business risk. Please note this role may include working with consumers who are threatening or have threatened acts of violence or may become agitated with the provided resolution. All work involved in this role is subject to external state and federal third-party review, and compliance with documented Cash App Complaint Program policy and procedures is pivotal.

In this role, you will:

• Be required to train on all Complaint Handling compliance procedures
• Become an expert on the Cash App Product to provide consumer resolutions within program SLAs
• Handle complaint escalations through in-app messaging, voice, and email
• De-escalate tense situations with dissatisfied consumers
• Take action on customer accounts to resolve consumer issues
• Creatively address complex customer issues while remaining compliant with the Cash App Complaints policies
• Perform Deep Dive Analysis on root cause of complaints to assist in Corrective Action in an effort to reduce complaint escalations. This includes systemic, non-systemic and operational issues
• Partner with a variety of teams to continually improve the Cash App experience
  
  
  

Qualifications

• 3+ years of customer support experience
• A desire to improve the customer experience, while remaining in compliance to policy and procedures
• Strong written and verbal communication skills to speak on behalf of Cash App
• High composure and soft skills; ability to de-escalate situations
• Ability to deal with ambiguity and analyze situations quickly
• Ability to work cross-functionally with stakeholders across Block, Inc
• Weekend availability is required
• This role is open to PDX, STL, ATL, PHL, or Remote
  
  
  

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 $34.43

Zone B: USD $32.02

Zone C: USD $27.89

Zone D: USD $25.82

In addition to the regular hourly rates listed above, this role may be eligible for a shift differential for employees who are scheduled to work weekend (Saturday/Sunday) shifts.

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.

Full-time employee benefits include the following:

• Healthcare coverage (Medical, Vision and Dental insurance)
• Health Savings Account and Flexible Spending Account
• 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 (including 12 paid holidays)
• Paid sick leave (1 hour per 26 hours worked (max 80 hours per calendar year to the extent legally permissible) for non-exempt employees and covered by our Flexible Time Off policy for exempt employees)
• Learning and Development resources
• Paid Life insurance, AD&D, and disability benefits
• Additional Perks such as WFH reimbursements and free access to caregiving, legal, and discounted resources
  
  
  

These benefits are further detailed in Block's policies. 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.

US and Canada EEOC Statement

We’re 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 a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.

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 we’re doing to build a workplace that is fair and square? Check out our I+D page.

Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.

Location: St Louis, MO, US

Posted Date: 12/7/2023