Escalations & Complaints Advocate - FCA Finance

Block; United States; À distance; USD 50 000 - 75 000; Plein temps

Résumé du poste

Block is a technology company that builds products to increase access to the global economy, with brands like Square, Cash App, and Afterpay. We are seeking an experienced customer service professional to manage escalated cases and collaborate with leadership to meet quality and SLA targets.

The role requires 2–3 years in customer service with escalations, a background in FCA-regulated financial services, and strong communication and analytical skills.

Qualifications

• 2–3 years customer service with escalations experience.
• FCA-regulated financial services background.
• Strong communication and analytical skills.

Responsabilités

• Resolve escalated customer complaints per policy and regulatory requirements.
• Support frontline teams to improve first-point resolution.
• Manage multiple cases and identify complaint trends.
• Partner with leadership to meet SLAs and quality goals.

Connaissances

Customer service

Escalations

Communication

Analytical skills

Description du poste

Block is a technology company that builds products to increase access to the global economy, with brands like Square, Cash App, and Afterpay. We are seeking an experienced customer service professional to manage escalated cases and collaborate with leadership to meet quality and SLA targets.

The role requires 2–3 years in customer service with escalations, a background in FCA-regulated financial services, and strong communication and analytical skills.