Complaints Manager

Block is one company built from many blocks, all united by the same purpose of economic empowerment. The blocks that form our foundational teams — People, Finance, Counsel, Hardware, Information Security, Platform Infrastructure Engineering, and more — provide support and guidance at the corporate level. They work across business groups and around the globe, spanning time zones and disciplines to develop inclusive People policies, forecast finances, give legal counsel, safeguard systems, nurture new initiatives, and more. Every challenge creates possibilities, and we need different perspectives to see them all. Bring yours to Block.

The Role

The Complaints Manager is responsible for leading a team of Analysts, providing feedback and coaching, driving process improvement initiatives that enhance operational efficiency, and meeting quality and performance benchmarks. This role is focused on improving the customer experience through scalable, technology forward solutions while ensuring the program consistently meets its success metrics.

You Will

• Lead a team of direct reports who handle customer complaints across our consumer and commercial lending products.
• Oversee the end-to-end complaints handling process, ensuring timely investigation and resolution as required by business benchmarks and/or regulatory/compliance requirements
• Provide consistent, growth related feedback and coaching to direct reports based on their performance and career trajectory
• Proactively partner with Compliance and Risk teams to ensure all Analysts (both Commercial and Consumer accounts) comply with all regulatory requirements and internal policies related to complaints handling
• Analyze complaints program data to identify trends, root causes, and areas for process improvement
• Collaborate with internal teams (e.g., Customer Success, Legal, Compliance) to enhance the customer experience for commercial and consumer programs
• Work with internal partners to develop and maintain dashboards, KPIs, regular reporting on complaint metrics, key insights, and recommended improvements to senior leadership. Provide actionable insights to Complaints team, leadership, and stakeholders using data analytics
• Handle escalated complaints and act as the final point of resolution for complex issues.
• Continuously improve complaints processes to enhance customer satisfaction and operational efficiency.

You Have

• 3+ years of professional experience with either a financial institution or payment provider preferred specializing in consumer lending, collections, servicing, or a related field.
• 1+ year(s) of professional experience as a direct people lead, able to provide consistent feedback and coaching, set and maintain expectations, and deliver results.
• Strong analytical skills with experience in complaints data analysis and reporting
• Excellent written, oral and presentation skills and an ability to synthesize information and make clear, concise recommendations on a course of action
• Strong technical skills in SQL, CRM, and data analysis tools a plus

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

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