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 Financial Crimes organization serves as the guardian of Block's ecosystem, ensuring that our platforms remain secure and trusted while advancing our mission of economic empowerment. We protect our customers' ability to participate in the economy while preventing criminal abuse of our systems, maintaining the integrity of both traditional and cryptocurrency transactions, and enabling responsible financial innovation.
The Customer Onboarding & Appeals team is part of the Financial Crimes organization. This team is essential to protecting Block’s ecosystem by developing and managing protocol that enable secure customer onboarding (e.g. customer identification and verification, merchant access), ongoing monitoring including EDD processes, and safe and compliant account restoration for customers returning to the platform while protecting Block from increased risk relating to financial crimes, money laundering, fraud, and terrorist financing.
Candidates for this role will have the opportunity to be placed within the Customer Onboarding & Appeals team supporting Appeals policy and strategy, and overall BSA/AML Program Management with an emphasis on safeguarding the platform from activity that is illegal, unethical, or high risk according to Block Inc Terms of Service.
The Appeals Policy and Strategy Manager plays a vital role in developing and maintaining the organization's Appeals Program, and ensuring alignment with regulatory requirements and business objectives. This position combines policy expertise with practical implementation, working across business lines to enhance Appeals processes while maintaining regulatory compliance.
You Will:
Own and support the following pieces of the Customer Onboarding and Appeals team:
Policy Development and Management
Lead the development, review, and maintenance of the Appeals policies and standards
Monitor policy changes and assess their impact on the existing Appeals framework
Develop and maintain supplementary guidance documents and FAQs
Ensure alignment between global standards and policy requirements
Review and process exception requests to Appeals standards
Program Implementation
Partner with cross-functional teams to implement Appeals requirements effectively
Advise compliance technology teams on policy requirements affecting Appeals processes and solutions
Monitor Appeals metrics to assess program effectiveness
Support the evaluation and enhancement of Appeals controls
Coordinate with training teams to ensure accurate content development
Stakeholder Management
Collaborate with legal, audit, and risk management teams
Provide subject matter expertise to business units and support teams
Participate in governance forums and working groups
Support regulatory examinations and internal audits
Build and maintain relationships with key stakeholders across the organization
Risk Management
Assess and identify potential Appeals compliance issues
Monitor emerging compliance risks and regulatory trends
Review and analyze Appeals metrics and program performance
Contribute to risk assessment processes
Support issue remediation efforts
You Have
8+ years in a BSA/AML compliance and/or compliance operations role with a financial services firm, preferably in payments or Fintech
Track record of influencing enterprise-wide compliance programs
Experience providing guidance on complex regulatory matters to executive leadership
A strong analytical and metrics driven approach to create substantiated solutions
Strong knowledge in compliance regulations, risks and typologies
Superb organization skills with the ability to manage competing priorities
Excellent verbal and written communication skills
Adaptability in an agile and fast-paced environment
Ability to execute independently and work with team members of all levels
Passion for Block, and an interest in technology and knowledge of the industry
Mindset to deliver results proactively, resourcefully, and methodically
An independent contributor who can perform at a high level (both quantity and quality)
Preference for individuals who have demonstrated experience engaging with federal/ international banking regulators
Relevant industry certifications (CAMS, CFE, CFCS, CRCM)
An independent contributor who can perform at a high level (both quantity and quality)
CAMS certification preferred
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:: $163,600 USD - $245,400 USD
Zone B: : $152,200 USD - $228,200 USD
Zone C:: $144,000 USD - $216,000 USD
Zone D:: $135,800 USD - $203,600 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. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offering. Check out our other benefits at Block.
Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy. Each of our brands unlocks different aspects of the economy for more people. Square makes commerce and financial services accessible to sellers. Cash App is the easy way to spend, send, and store money. Afterpay is transforming the way customers manage their spending over time. TIDAL is a music platform that empowers artists to thrive as entrepreneurs. Bitkey is a simple self-custody wallet built for bitcoin. Proto is a suite of bitcoin mining products and services. Together, we’re helping build a financial system that is open to everyone.
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