Role Overview

Join Block's innovative team as a Complaint Operations Associate - External in the Bay Area, CA. Cash App, a cornerstone of Block's ecosystem, has revolutionized peer-to-peer payments since 2013, evolving into a comprehensive financial platform serving over 50 million monthly active users. This role is pivotal in handling complex complaints from the Consumer Financial Protection Bureau (CFPB), state and federal regulators, Attorneys General, and litigation channels. You'll safeguard customer trust, ensure regulatory compliance, and mitigate business risks in a high-impact position.

At Block, we're redefining money's role in everyday life—making it relatable, accessible, and instant. As a distributed global team, we prioritize innovation, collaboration, and employee happiness, whether in-office or remote. This Complaint Operations Associate position demands regulatory expertise, sharp analytical skills, and professional poise under pressure. Ideal for seasoned professionals in fintech compliance and customer operations, it's your chance to shape Cash App's compliance posture directly.

Investigate intricate cases, craft balanced resolutions, and document meticulously for regulatory audits. Collaborate across Legal, Compliance, Press, and Trust & Safety teams. If you thrive in dynamic environments handling CFPB complaints and litigation support, this Bay Area role at Block offers unparalleled growth in financial services.

Key Responsibilities

As a Complaint Operations Associate, your daily impact includes:

• Thoroughly investigating Tier 1 complaints from CFPB, agencies, AGs, and litigation with objectivity and sound judgment.
• Developing resolution strategies that harmonize customer needs, compliance, and risk mitigation.
• Delivering SLA-compliant responses with clear, regulator-ready documentation.
• Implementing account corrections to resolve consumer issues swiftly.
• De-escalating complaints professionally while upholding policy standards.
• Mastering and advising on Cash App's Complaint Program policies.
• Ensuring adherence to CFPB, state, federal, and global regs, adapting to local variations.
• Maintaining impeccable documentation for external reviews.
• Escalating judiciously to Legal, Compliance, or leadership.
• Supporting litigation counsel in small claims, arbitration, and testimony.
• Partnering on reputational risks with Press and Trust & Safety.
• Communicating empathetically across channels with stakeholders.
• Presenting insights confidently to teams and executives.
• Driving process improvements for better customer experiences.

These responsibilities position you at the heart of Cash App's operations, directly influencing compliance and customer satisfaction in the competitive fintech landscape.

Qualifications

To excel as a Complaint Operations Associate at Block, you bring:

• 5+ years in customer service, complaints, or compliance within finance/fintech.
• In-depth CFPB and regulatory knowledge.
• Proven complaint investigation and resolution skills.
• Strategy development balancing compliance and customer focus.
• SLA adherence with audit-quality docs.
• High-stakes de-escalation expertise.
• Fintech product familiarity (payments, Afterpay, investing).
• Litigation support experience.
• Superior communication for diverse audiences.
• Escalation judgment in ambiguous scenarios.
• Degree in relevant field preferred.

Bay Area candidates with regulatory ops experience will thrive in this mid-to-senior role.

Salary & Benefits

Earn a competitive salary range of $95,000 - $125,000 USD yearly, based on experience, plus bonuses. Block's benefits package includes health insurance, 401(k) matching, unlimited PTO, stock options, professional development, parental leave, wellness reimbursements, and more—over 12 perks fostering your growth and well-being.

Why Join Block?

Block isn't just a company; it's a movement transforming finance. Work with 50M+ Cash App users, innovate in a distributed culture, and impact global money management. Bay Area HQ offers vibrant collaboration, while remote flexibility suits all. Join a team valuing diversity, innovation, and real results—elevate your career in fintech compliance today.

How to Apply

Ready for Complaint Operations Associate at Block? Submit your resume highlighting regulatory experience. We're hiring now for Bay Area, CA—apply via our careers portal and join the future of finance.