Complaints Analyst

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

Square Financial Services (SFS) is Block's bank, providing FDIC-insured deposit services and lending solutions to small businesses nationwide. We're growing and focused on becoming Block's bank in both name and practice.

We're seeking a Complaints Analyst to join our 100% remote team. You'll review customer complaints related to consumer and business loans, respond professionally and empathetically, and work closely with our legal and compliance teams. Your attention to detail and commitment to great customer experiences will help us continually improve.

You will:

• Review, categorize, and investigate loan complaints.
• Draft professional responses to customers and provide resolution guidance.
• Escalate legal, regulatory, or compliance concerns when needed.
• Track complaint trends and share insights for improvements.
• Partner with Customer Success, Risk, Compliance, and Legal teams.

You have:

• 1–2 years in customer service, compliance, or complaints handling (financial services preferred).
• Strong written and verbal communication skills.
• Attention to detail and excellent problem-solving skills.
• Ability to work independently in a fast-paced, remote environment.
• CRM experience and a Bachelor's degree are a plus.

If you're passionate about turning customer feedback into better experiences, we'd love to hear from you. Join us in shaping the future of banking at Block!

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.