Brokerage Operations Service 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

With Cash App Investing, customers can trade stock in their favorite companies with as little as $1 using our free fractional trading feature! We're hiring a Brokerage Operations Specialist to support our Front Office functions of our Broker-Dealer. You will play an important role in our growing broker-dealer subsidiary, Cash App Investing LLC located in Portland Oregon. You will report to the Brokerage Operations Service Lead and maintain customer satisfaction by addressing inbound communications for Cash App Investing brokerage accounts.

You Will

• Quickly and accurately identify customer needs and share the appropriate solution to their questions and account-related issues in compliance with Firm procedures
• Process all work daily to maintain excellent service levels
• Work in various service queues to communicate with customers
• Ensure customer complaints are properly documented, filed, and addressed
• Identify leading indicators of customer experience pain points and reduce further risk of issues by surfacing to your leadership team
• Manage and triage Investing related issues through the use of internal tools and systems
• Anticipate situations and incidents that could occur and ask the right questions to fuel process improvements
• Identify process gaps and effectively communicate to ensure the issue is understood and addressed
• Focus on continued enhancements to improve customer support training and knowledge articles
• Adhere to KPI’s as outlined by your lead

You Have

• FINRA Licenses: Series 7, Series 63 
• A growth mindset, willing to learn every day and adapt to change
• At least 2 years of customer service experience in broker-dealer or financial operations
• Knowledge and respect for SEC/FINRA regulatory and compliance rules and regulations 
• An appreciation and desire for innovation within the securities industry
• A team player mentality with the ability to uplift
• Ability to quickly learn proprietary web-based back office applications
• A “trust, but verify” mentality 
• A customer-first belief
• Interest in Finance, Economics, or similar area

Nice to Have

• Experience working at a fast growth FinTech
• Experience navigating various applications such as G Suite, Jira, Slack, and Confluence
• Experience working at or with a Carrying or Clearing Broker-Dealer