Third Party Response Coordinator

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
The Senior Operational Risk Consultant or Customer Operations reports into the Block Customer Operations (BCO) Regulatory Response Team. This role will be charged with working cross functionally with a core group of senior leaders and external partners. You will be responsible for managing work-streams that ensure Block successfully transforms and uplifts customer remediation activities and its regulatory/compliance commitments within the Customer Operations Organization. The work you will be responsible for will be highly visible to internal and external stakeholders, and will involve enterprise-wide compliance and risk matters. Timely and quality execution of customer remediation activities across the Customer Operations work-streams is a top priority for this role. You will be an individual experienced in project management and with sufficient regulatory (consumer banking and payments) compliance subject matter expertise to drive meaningful solutions that operationalize Customer Operations's remediation activities and operational risk uplifts.
You Will

• Work closely with your manager (the Regulatory Response Lead), Global Leadership, Regulatory Counsel, other Legal Teams, as appropriate, and Compliance Leadership to ensure successful implementation of regulatory compliance and operational risk initiatives, with a particular focus on customer remediation activities.
• Act as the conduit between Customer Operations and a cross functional program that provides oversight and execution support by establishing a strong governance architecture and operating model for engaging with and executing on activities designed to meet our commitments to regulators / auditors / consultants / partners
• Responsible for timely and accurate delivery of customer remediation activities that are highly urgent and visible to key internal and external stakeholders.
• Coordinate remediation activities, provide status updates, serve as the point of contact for escalations and serve as an advisor to operational teams for implementation related activities.
• Provide solutions that are practical and sustainable, and make a contribution to Customer Operations's compliance with US federal and US state regulatory requirements.
• Partner directly with senior leaders across Legal, Compliance, Head of Regulatory Counsel, Senior Leadership and Global Leadership to create visibility and escalation, as necessary into regulatory efforts.
• Work closely with stakeholders to maintain documentation and work papers as you coordinate remediation activities , audits, and reporting requirements.
• Accountable for the quality, completeness, and accuracy of the implementation of the remediation plans within Customer Operations resulting from compliance and risk activities.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for impact on remediation plans, regulatory supervision needs and third party consideration by driving compliance with applicable laws, rules and regulations, adhering to compliance policies, applying sound judgment and escalating, managing and reporting issues with transparency.
• Engage senior stakeholders continuously by escalating and resolving issues as they arise.
• Produce accurate and insightful project update materials and artifacts, tailoring to various forums and committees.

You Have

• Minimum of 10 years of experience in regulatory compliance and program management in the financial services industry. Sense of urgency in implementing processes and controls and evaluating priorities; decisive, action-oriented, and practical.
• Transformation / change management / PMO experience with a focus on Consumer Banking or FinTech initiatives to address regulatory, audit, risk and control and / or risk management issues.
• Highly motivated and goal-oriented with ability to lead in a professional and challenging environment and deliver results against fast-paced deliverable deadlines.
• Demonstrated ability to manage multiple priorities under demanding time frames and respond appropriately and competently to the demands of work challenges when confronted with changes, ambiguity, adversity, and other pressures.
• Superior organization and project management skills with the ability to collaborate cross functionally and with a broad stakeholder group
• Self-starter mentality with the ability to work well under pressure and a strong sense of personal accountability and ownership
• Demonstrated experience working with US federal and state regulatory agencies across multiple jurisdictions. Working Knowledge of US Consumer Financial Protection Laws (the Dodd-Frank Act), Financial Crimes (US Anti-Money Laundering/ USA PATRIOT Act), or state-specific consumer protection requirements. .
• Strong leadership skills, with a proven ability to manage multi-state compliance programs effectively.
• Excellent communication, collaboration, and presentation skills, with the ability to engage employees at all levels of the organization.
• Be able to thrive in a fast-paced and remote environment, have experience with regulatory and organizational transformation, and are capable of operating at a strategic and practical level.
• Even better:
  • Bachelor's degree in law, business administration, finance, or a related field; or CRCM, PMP certification.
  • Master's degree, Juris doctorate, regulatory compliance or operational risk management experience in financial institutions, preferably with direct experience in consumer banking compliance, or in a financial institution under regulatory supervision.
  • Direct experience in the consumer financial protection space with customer remediation activities.

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 an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We also consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.
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 .
Block will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances.
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 job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.
To 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.
Zone A:
$122,900 - $184,300 USD
Zone B:
$114,200 - $171,400 USD
Zone C:
$108,200 - $162,200 USD
Zone D:
$98,300 - $147,500 USD
Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Check out benefits at Block.
Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, and TIDAL, 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.