Brokerage Operations Process Specialist

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

We're hiring a Brokerage Operations Process Specialist to support the Front Office functions of our Broker-Dealer. You will play an important role in our growing broker-dealer subsidiary, Cash App Investing LLC.

In this essential role, you will develop, implement, and refine procedures, and training initiatives to enhance efficiency and effectiveness across our operations. Your responsibilities will extend to content creation and management, ensuring all operational documentation, guidelines, and training materials are up-to-date, clear, and useful.

Working closely with internal teams and external partners, you will lead continuous improvements, pinpoint areas for enhancement, and tackle challenges in existing and upcoming processes. You will handle internal escalations, keep the team informed about product developments, and perform regular reviews to ensure exceptional service delivery.

Expertise in our key systems and tools will be crucial, as you will ensure seamless operational transitions and maintain strict compliance with all customer interaction standards.

You Will

• Own process optimization by identifying inefficiencies in workflows, designing solutions to address these gaps, and implementing improvements to enhance overall operational efficiency.
• Improve training models and material to enhance current operating procedures.
• Gather and summarize relevant data and suggest improvements in the tools and processes to help scale the team.
• Regularly handle customer support cases through emails to stay updated with current workflows and directly address customer needs.
• Influence operational process improvements, best-practice sharing, and standardization.
• Perform ongoing evaluation of help center and knowledge articles and workflows to identify areas for improvement in information systems, technology or processes.
• Work with internal stakeholders on product changes, ensuring that operations are prepared. Focusing specifically on communicating with stakeholders & peers, and filing tickets for tooling prioritization.
• Complete additional duties and responsibilities within the scope of the role, as assigned, based on evolving business needs.

You Have

• FINRA Licenses: Series 7 and Series 63
• Experience: Minimum of 3 years in direct customer support, with a preference for brokerage support experience.
• Learning and Adaptability: Demonstrated ability to quickly learn and adapt, effectively identifying and prioritizing business needs amidst competing priorities.
• Communication Skills: Exceptional oral and written communication abilities, capable of engaging effectively at all organizational levels.
• Attention to Detail: Outstanding attention to detail.
• Process Management: Solid experience in managing processes.
• Technical Proficiency: Skilled in using platforms like Jira, Salesforce, and Notion.
• Cross-functional Collaboration: Proven track record of effective collaboration across various teams.
• Analytical Skills: Strong organizational and analytical capabilities.
• Problem-solving: Creative problem-solving skills, with the ability to handle ambiguous situations effectively.
• Professionalism: Excellent composure and interpersonal skills.
• Mission-driven: A strong passion for economic empowerment and serving underserved communities.

Technologies We Use and Teach

• Project Management: Certification in Project Management (CAPM) or relevant project management experience is a plus.
• FINRA License: Series 24

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.

Block will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.