Complaints Manager, Cash App Investing

  • San Francisco, CA
  • Employees can work remotely
  • Full-time
  • Alternate Location: New York, United States

Company Description

Cash App is the fastest growing financial brand in the world. 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 app with over 30 million monthly active users. We are bringing a better way to send, spend, invest, and save to anyone who has ever sought an alternative to the traditional banking system. Loved by customers and pop culture, we've consistently held the top spot for finance in the App Store for many years, seeing more engagement with millions of followers across social media in a day than most brands see in a year. We are building an ecosystem to redefine the world's relationship with money by making it universally accessible. 

We want to hire the best talent regardless of location. Our employment model is distributed, offering the opportunity to collaborate with teams across the world in San Francisco, Oakland, New York, St. Louis, Portland, Toronto, Kitchener-Waterloo, Sydney, Melbourne, London, Ireland, Spain and Lithuania. 

Job Description

The Cash App Compliance team is looking for a Complaints Manager to lead this foundational compliance program for our broker-dealer subsidiary, Cash App Investing (CAI). You have deep experience in broker-dealer/FINRA regulatory compliance and managing the customer complaints function for a retail investing business. In addition to daily management of CAI's Customer Complaints Program, the Complaints Manager will lead efforts to further develop the program to support the investment arm of the fastest growing, mobile consumer financial application.

The Complaints Manager oversees governance and oversight of CAI's complaint processes and program, ensuring the team meets evolving regulatory requirements regarding complaints identification, management, and regulatory/business reporting. As the Complaints Manager, you will run the end-to-end complaint program management activities across CAI, while ensuring compliance with internal complaints policies and the laws and regulations governing complaints. You will report into our Chief Compliance Officer, Cash App Invest.

You Will:

  • Lead the CAI Complaints Management Program including all aspects of managing and building the program (e.g., identification, trending and analysis, regulatory response / resolution, documentation, and reporting)

  • Build appropriate complaint measurement, evaluation, reporting, documentation, and governance to cover complaint program activities for CAI, including for launch of new products and services

  • Manage CAI's regulatory reporting obligations related to customer complaints, including FINRA Rule 4530 Reporting Requirements (specifically, Rule 4530(a), 4530(d)).

  • Manage reporting requests from internal partners and external regulators for trends identified and potential risk exposure for CAI related to customer complaints

  • Develop appropriate risk monitoring protocols and advise partners on recommended controls by leveraging complaint data analytics

  • Develop training to employees of the broker dealer and partners across affiliated entities

  • Be a registered principal of the broker-dealer and maintain the following securities licenses: Series 7 and Series 24


You Have:

  • 5+ years of relevant financial services regulatory compliance experience (i.e., banking, broker-dealer or investment adviser)

  • Experience working with complaint programs in regulated industries, such as lending programs, financial products, consumer compliance, and related regulations

  • Respect for financial rules and regulations, and an eagerness to guide the industry forward

  • The ability to identify problems, build project plans to address them, and manage implementation of their solutions

  • Experience within a financial technology company and financial securities regulator (i.e., SEC, FINRA, MSRB, OCC)

  • Experience handling, investigating or managing customer complaints for a financial services company

  • CRCM or equivalent certification

  • SQL or Excel (can perform complex functions)

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 local guidelines.

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