Executive Relations Associate, Cash App

  • Full-time
  • Alternate Location: St. Louis, 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 24 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, New York, St. Louis, Portland, Toronto, Kitchener-Waterloo, Sydney, and Melbourne.

Interested in learning more?

Job Description

The Cash Customer Operations team is looking for an Executive Relations Associate to join the Executive Relations Department. In this role, you will manage and handle all incoming Cash App Complaint Records, as well as owning all Cash App complaints in compliance with Global Complaints Program policy and procedures. In addition, you will intake, process, investigate and respond to consumer complaints received through third party agencies such as the Better Business Bureau.

This role partners heavily with Cash Apps Press and Marketing team to address high priority escalations, which are considered complaints. This role will also serve as the POC for all internal escalations regarding customers who have contracted employees on third party platforms such as LinkedIn.

Strong communication and interpersonal savvy skills are necessary. The ideal candidate will have strong process management skills and the ability to deal with paradox.

Responsibilities:

  • CCO Complaint Handling 

  • Cash App Better Business Bureau Complaints

  • Cash App Lending Complaints

  • Cash App Press and Marketing Escalations

  • Cash App Internal Escalations - Unknown Customer Contacting via third party platform

Additional:

  • Deceased Customer Compliance

  • Snail Mail 

  • Internal Escalations (Employee Accounts)

  • Internal Escalations (Employee Acquaintances Accounts / External Customer) 

Qualifications

  •  2+ years of customer service experience

  • Excellent written and verbal communication skills

  • Ability to problem solve independently

  • Ability to work cross functionally with stake-holders across Square, Inc

  • Ability to work in collaboration with peers, adjacent departments, and management.

  • Interpret and apply information while troubleshooting 

  • Superb attention to detail and customer-centricity.

  • Ability to quickly adapt to new situations and think on your feet; quickly make independent and principled decisions when necessary.

  • Has a desire to help people and improve the customer experience with a firm understanding of the regulatory, legal, and other guidelines in place that guide our interactions.

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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