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 ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 47 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.
Check out our locations, benefits, and more at cash.app/careers.
Job Description
As an Investing Quality Management Specialist, you will play a crucial role in evaluating customer interactions within the Investing queues to ensure they meet defined performance goals and comply with FINRA regulations. Your primary responsibilities include maintaining Quality Assurance rubrics, conducting quality evaluations, providing constructive feedback to Brokerage Service Specialists, and participating in calibration sessions to maintain consistent scoring practices. By delivering insightful, data-driven feedback and collaborating with cross-functional partners and leadership, you will foster continuous improvement in processes, ultimately enhancing both the customer and team member experience.
Your expertise will be instrumental in upholding the highest standards of compliance and customer support interactions within the Investing program.Responsibilities:
Case Quality Evaluations:
Conduct thorough evaluations of customer support interactions to ensure compliance with Investing regulations and internal quality standards.
Use various assessment tools to analyze interactions, identifying strengths and areas for improvement.
Feedback Delivery:
Provide clear, detailed, and constructive feedback to Brokerage Service Specialists.
Provide insightful data to leadership based on identified trends and opportunities.
Calibration Participation:
Participate in calibration sessions to ensure consistency and alignment in evaluation criteria and scoring.
Share evaluation decisions and rationales with team members to promote a unified approach to quality assessment.
Compliance Monitoring:
Oversee and report on compliance with Block and FINRA rules, ensuring regulatory standards are met.
Implement regular audits to maintain high compliance levels and address discrepancies promptly.
Quality Assurance Rubric:
Maintain a comprehensive QA Rubric focused on customer service and regulatory compliance.
Update the rubric to reflect changes in regulations, industry best practices, and performance goals.
Cross-Functional Collaboration:
Work with cross-functional partners and leadership to align quality management practices with organizational objectives.
Provide insights and recommendations from quality evaluations to help inform strategic initiatives and improve customer experience.
Qualifications
Series 7 and Series 63 or equivalent FINRA registrations.
Minimum 2 years in quality management/assurance and/or leading a customer support team.
Strong skills in managing multiple priorities and delivering results within tight deadlines.
Experience in developing and implementing impactful quality improvement initiatives.
Proficiency in navigating standard operating procedures and database tools for thorough investigations.
Ability to identify root causes of performance issues and provide actionable insights for leadership.
Exceptional written and verbal skills for effective feedback delivery and performance assessment.
Strong analytical skills with a proven track record of implementing scalable processes.
Ability to work independently, taking initiative to drive quality improvements.
Skilled in using quality management software and tools for evaluations and reporting.
Keen attention to detail for accurate adherence to compliance, workflows and identification of discrepancies.
Ability to work accurately within tight deadlines, consistently delivering high-quality results.
Flexibility to meet evolving team and business needs, adapting to changing priorities.
Ability to develop creative solutions to complex quality management challenges.
Strong sense of ownership and commitment to maintaining high standards, with demonstrated integrity and professionalism.
Preferred Qualifications:
Series 24 FINRA registration.
1 year or more of experience in an investing quality assurance role, with a deep understanding of industry-specific quality standards and best practices.
COPC and/or CAMS certification, demonstrating advanced knowledge and expertise in quality management and compliance.
Experience in developing and managing formula-driven Excel/Google Sheets, enabling efficient data analysis and reporting.
Additional Information
Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on the candidate's work location and may be modified in the future.
Zone A: USD $35.00 - USD $52.50
Zone B: USD $32.55 - USD $48.80
Zone C: USD $29.76 - USD $44.66
Zone D: USD $26.25 - USD $39.42To find a location’s zone designation, please refer to this resource.
If a location of interest is not listed, please speak with a recruiter for additional information. Full-time employee benefits include the following:
- Healthcare coverage (Medical, Vision and Dental insurance)
- Health Savings Account and Flexible Spending Account
- Retirement Plans including company match
- Employee Stock Purchase Program
- Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance
- Paid parental and caregiving leave
- Paid time off (including 12 paid holidays)
- Paid sick leave (1 hour per 26 hours worked (max 80 hours per calendar year to the extent legally permissible) for non-exempt employees and covered by our Flexible Time Off policy for exempt employees)
- Learning and Development resources
- Paid Life insurance, AD&D, and disability benefits
These benefits are further detailed in Block's policies. This role is also eligible to participate in Block's equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus. Sales roles may be eligible to participate in a commission plan subject to the terms of the applicable plans and policies. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.
US and Canada EEOC Statement
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.While there is no specific deadline to apply for this role, on average, U.S. open roles are posted for 70 days before being filled by a successful candidate.
