Brokerage Operations Specialist - Front Office

  • Portland, OR
  • Full-time

Company Description

Cash App is the fastest growing financial brand in the world. 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 money app with over 15 million active monthly users. Loved by customers and by pop culture, we’ve held the #1 spot in finance on the App Store for almost two years, and our social media posts see more engagement in a day than most financial brands see in a year. With major offices in San Francisco, New York, St. Louis, Portland, Kitchener-Waterloo, and Melbourne, Cash App is bringing a better way to send, spend, and save to anyone who has ever sought an alternative to today’s banking system.

Job Description

We've recently introduced Cash App Investing and now you can instantly buy stock in your favorite companies with as little as $1 using our free fractional trading feature! We're hiring a Brokerage Operations Specialist to support our Front Office functions of our Broker-Dealer. This hire will be an integral part of our growing broker-dealer subsidiary, Cash App Investing LLC located in Portland Oregon. This role reports to the Brokerage Operations Manager and is responsible for maintaining customer satisfaction by addressing inbound communications for Cash App Investing brokerage accounts. The ideal candidate has excellent customer service and problem solving skills and is able to work in a collaborative and fast-paced environment.

You will:

  • Quickly and accurately identify customer needs and articulate the appropriate solution to their questions and / or account-related issues in compliance with Firm procedures

  • Process all work daily to maintain excellent service levels; work in service queues and maintain ownership over response SLAs

  • Proactively identify leading indicators of customer experience pain points and mitigate further risk of issues in coordination with Product

  • Create, manage, and triage Investing related issues through the use of internal tools and systems

  • Proactively anticipate situations and incidents that could occur and ask the right questions to fuel process improvements

  • Report service queue data to help inform continued scaling, scenario mapping and growth modeling

  • Focus on continued enhancements to improve customer support training and knowledge articles

Qualifications

Must Have:

  • Licenses: Series 7, 63  

  • At least 2 years of customer facing work experience in broker-dealer or financial operations

  • Knowledge and respect for SEC/FINRA regulatory and compliance rules and regulations 

  • An appreciation and desire for innovation within the securities industry

  • Ability to quickly learn proprietary web-based back office applications

  • Strong attention to detail

  • A “trust, but verify” mentality 

  • A customer-first belief

  • Excellent verbal and written communication skills

Nice to Have:

  • Licenses: Series 66, Series 24 a plus

  • Experience working at a fast growth FinTech

  • Tech savvy, strong with G Suite, JIRA, and Confluence

  • Experience with SQL and / or Tableau

  • Experience working at or with a Carrying or Clearing Broker-Dealer

  • Excellent research skills including experience with online search tools

  • Bachelor’s in Finance, Economics, or similar area

What We Offer

  • Competitive salary and stock compensation

  • A comprehensive benefits package

  • The chance to power new and innovative investment products and democratize investing

Additional Information

Cash App treats all employees and job applicants equally. Every decision is based on merit, qualifications, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with each office’s corresponding state and city guidelines. Perks At Square, we want you to be well and thrive. Our global benefits package includes: Healthcare coverage, Retirement Plans, Employee Stock Purchase Program, Meal reimbursements, Wellness perks, Paid parental leave, Flexible time off, Learning and Development resources