Global Complaints Program 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

Block’s Global Complaint Program (GCP) team assumes responsibility for key components of its Complaint Program Framework, functioning as an integral part of the Global Policy and Governance (GPG) structure within Block Compliance. Within your capacity, you will collaborate with the Global Complaint Monitoring Lead to oversee complaint management of Block brands and ensure strict adherence to established policies. Your role will encompass diverse responsibilities, including but not limited to, public reputation monitoring, conducting targeted quality assurance evaluation sampling, delivering enterprise-wide complaint training, overseeing issue tracking and corrective action, and providing consultative support. Working in close conjunction with GCP team members, members of the GPG, and stakeholders across each brand, you will play a pivotal role in the evolution and sustained efficacy of the program, seamlessly integrated into the broader Complaint Risk Management framework.

You Will

• Demonstrate extensive expertise and deep understanding of complaint management within banking or fintech 
• Provide objective guidance, support and advice to Block brands to promote strong Compliance controls and processes 
• Develop and deliver enterprise-wide complaint training initiatives
• Independently perform targeted and periodic monitoring of each brand’s complaint handling operations for compliance with regulatory requirements and regulator expectations
• Identify and communicate areas of non-compliance and/or material control weaknesses
• Conduct comprehensive analysis of existing reports 

You Have

• 6+ years experience in a compliance, legal, or risk management role with a focus on complaint management.
• Experience engaging with external complaint agencies and regulators, including preparing for, responding to, or attending exams and evaluations.
• Ability to collaborate, communicate, and problem-solve issues with team members of all levels, and cross-functional partners across various lines of business as well as senior management
• Skill in using advanced analytical software tools, data analysis methods and specialized reporting techniques
• Ability to exercise sound judgment in making decisions
• The tenacity to deliver results proactively, resourcefully, and methodically, in addition to having the ability to develop and deliver effective solutions
• Ability to handle confidential information with discretion
• Strong written and interpersonal communication skills, with attention to detail

Even better: 

• Relevant industry certifications (e.g. CAMS, CRCM, CFE)
• Domain expertise in data analytics and visualization platforms

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.