Operational Support Analyst - Dispute Operations

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 50+ 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.

The Role

This position will advise and assist Risk Operations, specifically Dispute Operations, teams by owning, planning and implementing procedures and processes to support compliant operations and drive efficiencies. This role sits within Dispute Operations and will assist in the development and implementation of solutions impacting key stakeholders, including executing on outcomes and action plans from regulatory and/or operational gaps identified, as well as Identifying opportunities to change, improve, or streamline existing business processes. 

You Will

• Serve as main DRI for all operational / implementation needs to support a healthy control environment, partnering with Support, Compliance and Legal teams and working directly with project sponsors, Program Management, Content, and stakeholders for implementation.
• Evaluate current operational processes to ensure compliance with applicable laws, regulations and industry best practices.
• Partner directly with quality to evaluate and validate feedback/findings, and provide insight into recommendations. Subsequently, initiate change requests and work with relevant stakeholders to document / implement required actions.
• Enhance procedural guidance and/or implement operational solutions to meet compliance and efficiency goals.Analyze ad hoc business / data reports to identify emerging operational trends and provide business insights.
• Collaborate with key partners to facilitate the development of business requirements and artifacts for operational projects, processes, and initiatives related to recurring external or partner deliverables
  • Examples include: 
    • Curate artifacts for monthly testing to ensure accuracy and provide insightful recommendations.Provide expertise in conducting specialty approvals for case handling, including approving refunds and other critical decisions
    • Coordinate with appropriate partners and program/project sponsors to help ensure successful product and initiative implementation.
  • Examples include: 
    • Pre and post launch change initiative ownership for new workflow or procedural changes. 
• Facilitate the coordination of feedback and reviews for all L&D materials, incorporating valuable input as subject matter experts.
• Conducts periodic testing against key controls and takes vital actions to address issues.

You Have

• 5+ years experience with Regulation E, card disputes or the error resolution processes 
• 5+ years experience in either Fintech, Banking or Compliance
• Strong knowledge of banking and card fraud
• Experience managing cross-functional projects, including creating timelines, aligning stakeholders, and delivering outcomes in fast-paced environments
• Partner with third-party vendors or other external partnerships (as needed)
• Analytical and metrics-driven approach to create substantiated solutions
• Experience building and scaling customer operations teams
• The ability to effectively influence and communicate cross-functionally
• Creative problem-solving abilities
• Natural curiosity to dig deep to understand customer behavior
• Strong analytical skills
• Passion for assessing Risk
• Some experience with SQL or Looker

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, based solely on the core competencies required of the role at hand, and without regard to any 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 an inclusive workplace? Check out our Inclusion & Diversity page