Disputes Agent, Cash App

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

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.

In this role, you will work with customers to assist them through challenging risk experiences, a critical moment for Cash App and our customers. You will educate customers on risk issues and actions centered around Cash App transactions with a primary focus on high-risk transactions. You will be empowered to assist customers by leveraging strong de-escalation skills and leaning on high-performing team members to ensure correct decisions are made and our customers feel supported.

You Will

• Assist Cash App customers and internal partner teams with risk related inquiries, including customer on-boarding, account reviews, fraudulent and other high-risk activity, account takeovers, and disputes
• Conduct customer due diligence (CDD) and enhanced due diligence (EDD) to ensure authenticity, completeness, and accuracy of information and documentation provided by customer
• General knowledge of banking and alternative payment channel operating rules
• Investigate dispute claims and ensure compliance with Regulation E with respect to the timeframes that govern disputed transactions
• Understand charge-offs involving fraudulent activity and provide resolution to prevent future cases
• Investigate fraud notifications to protect the institution from high-risk activity related losses and improve customer experience
• Respond promptly and exercise exceptional communication skills in an effort to optimize each contact
• Effectively manage cases and communication using Salesforce Service Cloud
• Utilize strong de-escalation skills to assist customers in need
• Meet or exceed established service level agreements and guidelines
• Establish and ensure compliance with departmental standards and processes to increase production and accommodate work volumes toward enhanced customer satisfaction
• Main Workflows
  • Researching and filing Card Disputes
  • Challenging Peer to Peer Disputes
  • Reconciliation of Card Disputes
  • Fraudulent ACH research and filing
  • Responding via email to all customer dispute inquiries
  Measuring Success
  • Expectations of 50-60 Customer Cases resolved a day
  • Cases addressed within 10 business day SLA for all queues
  • Maintaining all cases to be challenged are 3 days out or more
  • Weekly Quality Assurance maintaining or exceeding 90%

You Have

• 1+ years of experience in Disputes Management, with a focus on investigating and resolving transaction-related claims
• Background in the Financial Services or Banking industry, preferably in a regulated environment
• Familiarity with Regulation E (Electronic Fund Transfer Act) and its application to consumer dispute resolution
• A desire for self-improvement of skills through direct leadership and peer feedback
• A passion for engaging with Cash App customers and being a Voice of the Customer
• 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.
• This is a fully remote position with flexibility to work non-traditional shifts, including evenings, weekends, and some holidays, based on business needs.Schedule Details:
  • Standard shift is 8 hours per day
  • Available schedules:
    • Sunday–Thursday
    • Tuesday–Saturday
  • Shift start times fall between 6:00 AM – 10:00 AM CST
  • End times range from 3:00 PM – 7:00