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Complaint Operations Associate

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Cash App

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Location:
United States , Bay Area

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

23.89 - 47.69 USD / Hour
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Job Description:

As a Complaint Operations Associate, you will investigate, resolve, and document complex customer complaints from the Consumer Financial Protection Bureau (CFPB), state and federal regulators, Attorneys General, and litigation channels. Your work directly impacts Cash App's compliance posture, customer trust, and business risk mitigation. This role requires a commitment to regulatory excellence, meticulous attention to detail, and the ability to collaborate effectively across teams while managing high-pressure situations with professionalism.

Job Responsibility:

  • Investigate Tier 1 complaints from CFPB, state/federal agencies, AGs, and litigation channels with thoroughness, objectivity, and sound judgment
  • Develop resolution strategies that balance customer needs with regulatory compliance and business risk mitigation
  • Respond to all complaints within legal SLAs with clear communication and thoroughly documented reasoning suitable for external regulatory review
  • Act on customer accounts to implement corrective actions and resolve consumer issues within Complaint Program SLAs
  • De-escalate consumer complaints and guide customers to understand, manage, and resolve their issues while maintaining firm boundaries on policy compliance
  • Master Cash App Complaint Program policies and procedures, serving as a subject matter expert and knowledge resource
  • Ensure all responses comply with CFPB, state, federal, and global regulations
  • understand and adapt to market-specific regulatory requirements
  • Maintain meticulous documentation that meets external regulatory review standards
  • Recognize when escalation to Legal, Compliance, or Leadership is necessary
  • demonstrate sound judgment in gray areas
  • Comply with all Cash App Complaint Program Policies and Procedures without exception
  • Support Cash App's Litigation Counsel in Small Claims and Arbitration cases, including potential witness testimony or representation for Block, Inc - Cash App
  • Partner with Press, Brand, and Trust & Safety teams to assess reputational risk and coordinate responses to high-visibility escalations
  • Communicate with consumers, regulators, and internal stakeholders with clarity, empathy, and professionalism across email, phone, and video channels
  • Present findings and recommendations to leadership and cross-functional teams with confidence and clarity
  • Contribute to continuous process improvement by identifying gaps, recommending refinements, and enhancing the customer experience

Requirements:

  • 5+ years of customer service, complaint handling, or regulatory compliance experience with demonstrated ability to manage complex, multi-faceted issues
  • Deep product knowledge of Cash App features, functionality, and customer workflows
  • Ability to analyze complex scenarios and synthesize findings into clear recommendations
  • Strong written and verbal communication skills with ability to write clearly and persuasively for regulatory audiences
  • Proven ability to work independently and collaboratively across multiple teams and stakeholders in a fast-paced, high-pressure environment
  • Excellent interpersonal skills with ability to de-escalate tense situations, communicate with empathy, and maintain professional boundaries
  • Sound judgment in ambiguous situations
  • ability to make decisions with incomplete information while balancing competing priorities
  • Commitment to compliance and meticulous attention to detail with ability to follow procedures while thinking strategically about business impact
  • Proficiency with case management systems and documentation tools for tracking, organizing, and analyzing complaint information
What we offer:
  • Remote work
  • medical insurance
  • flexible time off
  • retirement savings plans
  • modern family planning

Additional Information:

Job Posted:
February 04, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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