Appeal Operations Lead

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

Leading a new function in our specialized Appeal Operations, you will lead an internal team to continue the expansion and operationalization of our Denylist Appeal function. In addition to the internal team, you will be coordinating with our BPO team to effectively manage the Denylist Appeal program.

As the Appeal Operations Lead you will leverage your deep fraud and risk expertise to drive efficiency and effectiveness within the program. You will partner everyday with front line agents to effectively work through emerging patterns and scale operations. In addition you will partner with cross functional stakeholders such as Data Science, Machine Learning, Compliance and Engineering to report out on any trends that the team is encountering to protect customers and the Cash platform, brand and reputation. Simultaneously, you will lead, coach, mentor and develop team members to define and achieve high performance bars individually and collectively, and foster their professional development and enable them to effect change within the business.

The ideal candidate possesses deep investigative skills, a mastery of building influence with cross-functional partners, a history of building processes from the group up and strong problem-solving capabilities. This role requires comfortability working in a fast-paced environment and dealing with ambiguity. Prior experience managing a team in an operational setting is required.

You Will

• Expand the investigations framework to support denylist appeal processes and validation
• Diagnose problems, recognize emerging fraud and abuse patterns and develop compelling, data-driven recommendations and monitor results 
• Collaborate with front line team members both internally and with our BPO vendor
• Showcase strong time-management skills to maintain or exceed expected daily workloads, lead the team by example.
• Provide ongoing improvements to investigation approaches and iterative feedback balancing customer experience and protecting the business
• Collaborate on and escalate complex cases and new trends within the team, backed by industry knowledge of common financial services fraud vectors and risk controls 
• Identify, document, and follow-up with team members on product bugs and feature enhancements 
• Be a voice of the customer by identifying trends, issues, and suggesting improvements to processes, policies, and products including recommending tooling and data improvements to increase investigations efficacy 
• Foster a culture of accountability, collaboration, speed, innovation, excellence, and a fun work environment while continuously elevating the quality and caliber of our controls
• Build and execute on short-term and long-term plans with associated benefits of strategies that are developed to reduce financial exposure associated with identified high-risk activity
• Lead and develop a team of 8-12 individuals
• Partner with HR, Talent, and Recruiting on sourcing candidates as well as administration of HR Policies/Procedures
• Recognize and Reward Talent; ensure accountability at all levels within the team roles
• Manage individual performance and provide ongoing insight and coaching
• Assist with professional development and upstream, preventative, future-proof thinking
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You Have

• Prior leadership experience managing a team of high performing fraud analysts, including coaching and development
• Previous experience identifying opportunities to update, revise or implement rules and/or controls to mitigate fraud/inauthentic activity. 
• Previous experience building and scaling operational processes
• Ability to prepare and present findings to multiple levels within the leadership hierarchy
• Show strong ability to conceptualize, develop, and implement process improvements around investigatory work