Company Description

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 47 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.
Check out our locations, benefits, and more at cash.app/careers.

Job Description

We are looking for an experienced Lending Operations Team Lead to drive and manage advocates that service our Lending products. This may also include some operations management as you create, manage, and implement new processes and procedures for your vertical. You will report to the Lending Operations Manager and play an important hands-on leadership role in managing teams for this growing part of our business. You need to be flexible and have the capabilities and desire to build from the ground up and improve on existing workstreams, as we are growing and changing rapidly to build lending products for our users.

What you’ll be accountable for:

Operational Management:

• Develop, implement and manage recovery strategies in consumer lending

• Build and manage a variety of operational processes from scratch to support consumer lending

• Ensure the effectiveness of existing processes, and implement new policies to allow greater efficiency in the performance of the groups functions.

• Drive program development of QA and Training processes for Lending Operations, and create processes to support rapid product changes

• Partner and drive internal resources to ensure internal recovery strategy is implemented

• Measure performance against industry standards and improve processes and personnel

Leadership and Development:

• Coach and mentor team members with a focus on professional development and upstream thinking

• Utilize strong de-escalation skills to assist customers in need

• Identify areas for process improvement and work toward implementation

• Engage and use your team to influence and recommend changes to evolving recovery processes

• Partner with Compliance and Product Counsel to ensure all processes are developed in accordance with state and federal laws and guidelines

Additional responsibilities:

• Provide performance management for developing employees

• Act as an escalation point for agents and take personal ownership and ensure resolution of issue as required

• Monitor quality, productivity, and service standards of the team to ensure KPIs are delivered

• Ensure changes are communicated with team members and clear expectations are set

• Engage team with group meetings and 1:1 meetings

• Lead the hiring process and ensure a smooth transition to the Lending team

• Engage and use your team to influence and recommend changes to evolving processes

• Report to group lead on advocate engagement/performance and driving factors

• Managing scheduling and overseeing team productivity on a daily/weekly/quarterly basis

• Engage and use your team to influence and recommend changes to evolving processes

Qualifications

• 2 years of experience in Financial Services with an emphasis on Lending

• Direct leadership experience; preferably in customer facing role

• Strong project management skills from idea creation to implementation

• Experience in one of the following: customer support, servicing, recoveries, quality, disputes, complaints for installment loans or credit cards

• Knowledge of compliance and risk management for consumer lending environments

• Strong passion for customer experience and servicing 

• Strong communication skills, self-motivation and data/outcome oriented approach

• Demonstrated customer service, organizational and analytical skills

Additional Information

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. 

Full-time employee benefits include the following:

• Healthcare coverage (Medical, Vision and Dental insurance)
• Health Savings Account and Flexible Spending Account
• Retirement Plans including company match 
• Employee Stock Purchase Program
• Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance 
• Paid parental and caregiving leave
• Paid time off (including 12 paid holidays)
• Paid sick leave (1 hour per 26 hours worked (max 80 hours per calendar year to the extent legally permissible) for non-exempt employees and covered by our Flexible Time Off policy for exempt employees) 
• Learning and Development resources
• Paid Life insurance, AD&D, and disability benefits 

These benefits are further detailed in Block's policies. This role is also eligible to participate in Block's equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus. Sales roles may be eligible to participate in a commission plan subject to the terms of the applicable plans and policies. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.

US and Canada EEOC Statement

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 a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. 

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.

Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.

While there is no specific deadline to apply for this role, on average, U.S. open roles are posted for 70 days before being filled by a successful candidate.