About the job

Company Description

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 app, bringing a better way to send, spend, invest, borrow and save to our millions of monthly active users. With a mission to redefine the world's relationship with money by making it more relatable, instantly available and universally accessible, at Cash App you'll have the opportunity to make a real-world impact with your career.

Today, Cash App has thousands of employees around the world with a culture geared toward creativity, collaboration and impact. We’ve been a distributed team since day one, and continue to value working across time zones and continents both remotely and in our Cash App offices.

Our offices are great, but many of our roles can be done remotely from the countries where Block operates. We tailor our experience to champion our employees’ creativity and productivity wherever they are.

Check out our locations, benefits and more at cash.app/careers.

Summary

Job Description

Cash App knows that great customer support is provided by both people and products. We are seeking a highly motivated and resourceful individual dedicated to providing world-class support by exceeding expectations through each interaction with Cash App customers.

 We are looking for investigators to join Cash App, the fastest growing financial app in the world. The Cash App is currently the #1 finance application in the App Store with millions of users. Our mission is to make banking and financial services accessible to everyone and everywhere.

Risk Operations services Cash App and its customers from onboarding, through real-time transaction monitoring, to dispute processing and also maintain internal and external relationships with key service providers.

In this role, you will monitor and review a variety of transaction types, working to surface risky behaviors in an effort to protect the Cash App network and customers from Fraud. You will work at a face pace, leveraging your strong attention to detail to recognize and stop emerging Fraud patterns. You will be empowered to dive deep and use your investigative skills to Drives For Results and ensure correct decisions are made to keep our customers safe and secure.

Scams Investigations

• Demonstrate a strong attention to detail and ability to review/investigate cases in a timely manner.
• Learn and utilize a mix of skills and knowledge from ID verification, Enhance Verification, Instrument Verification, ID Theft, ATO, and Compliance in order to review, tag and action high risk accounts for Scam activities and behaviors.
• Demonstrate a general understanding of ID Verification, Know Your Customer Requirements, ID Review Procedures, ID Validity and Integrity.
• Demonstrate an understanding and an ability to differentiate key fraud indicators related to ID Theft, ATO, AHO in order to action appropriately.
• Utilize and leverage risk and fraud knowledge in order to effectively identify the various taxonomies of Scams that are used to action/decision Scam case work in an effort to mitigate loss, minimize risk and exposure, while protecting the Cash App ecosystem according to company policies.
• Accept ad hoc requests for account investigations from partner teams including Compliance, Trust & Safety, CERT Team, and Square Investigations.
• Detect and Surface new patterns, trends, red flags, or risky behaviors to Risk Management and Data Science for machine learning model creation and maintenance.
• Surface and escalate Terms of Service violations, abuse, coercion, illegal activity, and exploitation appropriately to partner teams.
• Future State: Will review and manage escalations in partnership and coordination with Law Enforcement, the NCMEC, and Departments of Aging and Social Services in order to fulfill regulatory and legal requirements as a financial institution.

Requirements

Qualifications

• 12 months of risk, fraud, or banking operations experience preferred
• Experience (1+ year) in direct customer communication via phone, email, or messaging required
• General knowledge of Customer Identification Guidelines
• Ability to self-motivate, stay focused, and find value through high volumes of repetitive work
• The ability to learn on the fly and thrive in a fast-paced environment
• Superb attention to detail
• Excellent time-management skills
• A desire for self-improvement of skills through direct leadership and peer feedback
• Ability and willingness to collaborate and escalate complex cases with team members for guidance/assistance
• A passion for engaging with Cash App customers and being a Voice of the Customer
• Strong analytical, organizational, written and verbal communication skills
• Ability to utilize strong de-escalation skills to assist customers in need
• Must be flexible with schedule and have the ability to work non-traditional shifts, including evenings and weekends, as well as some holidays based on business needs
• College degree or relevant experience preferred

  Additional Information

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, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other 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 a workplace that is fair and square? Check out our I+D page.

  Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.