Senior Complaints Manager, Square Financial Services

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.

About the Organization:

Square Financial Services, Inc ("SFS") is Block's bank. We opened in March 2021 and provide lending and FDIC insured deposits services to small businesses on a nationwide basis. We aim to become Block's bank in both name and practice, and focus on empowering the small businesses and consumers served by the Block ecosystem. 

The Role

The Senior Complaints Manager is responsible for ensuring the team of Analysts provide all regular managerial duties in addition to helping execute on the Complaints handling strategy, leading process improvement initiatives enhancing operational efficiency, and achieving quality and any other associated success metric benchmarks to ultimately improve the customer experience. They will be efficient and technology forward in finding scalable solutions for this program.

You Will

• In partnership with Compliance, Risk, and Operations leadership, this role is responsible for developing, implementing, and managing an effective customer complaints program (both commercial and consumer accounts) and managing a nimble and effective team of Analysts and Specialists. 
• Oversee the end-to-end complaints handling process, ensuring timely investigation and resolution as required by business benchmarks and/or regulatory/compliance requirements
• 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
• Develop and implement training programs to ensure best practices in complaints management.
• Handle escalated complaints and act as the final point of resolution for complex issues.
• Maintain accurate records of all complaints and resolutions in compliance with company policies and industry standards.
• Continuously improve complaints processes to enhance customer satisfaction and operational efficiency.
• Oversee 9 complaints analysts

You Have

• Minimum 8 years of experience in a previous customer service team leadership role, preferably previously managing complaints teams in heavily regulated environments
• Must have at least 5+ years of formal managerial experience, preferably with large teams 
• Must have experience managing complaints for both commercial and consumer accounts
• Bachelor’s degree in business administration or a related field
• Strong knowledge of regulatory requirements and industry best practices in complaints management
• Technology and innovation forward provide scalable solutions for a high volume program including leveraging AI and automation capabilities
• Excellent problem-solving and conflict resolution skills
• Strong analytical skills with experience in complaints data analysis and reporting
• Effective communication skills, both written and verbal, with the ability to influence stakeholders at all levels
• Experience managing teams and fostering a customer-focused culture
• Proficiency in complaints management software and CRM tools 

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

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.

While there is no specific deadline to apply for this role, U.S. roles are typically open for an average of 55 days before being filled by a successful candidate. Please refer to the date listed at the top of this job page for when this role was first posted.