Job Specifications
Block is one company built from many blocks, all united by the same purpose of economic empowerment. The blocks that form our foundational teams — People, Finance, Counsel, Hardware, Information Security, Platform Infrastructure Engineering, and more — provide support and guidance at the corporate level. They work across business groups and around the globe, spanning time zones and disciplines to develop inclusive People policies, forecast finances, give legal counsel, safeguard systems, nurture new initiatives, and more. Every challenge creates possibilities, and we need different perspectives to see them all. Bring yours to Block.
The Role
The Complaints Manager is responsible for leading a team of Analysts, providing feedback and coaching, driving process improvement initiatives that enhance operational efficiency, and meeting quality and performance benchmarks. This role is focused on improving the customer experience through scalable, technology forward solutions while ensuring the program consistently meets its success metrics.
You Will
Lead a team of direct reports who handle customer complaints across our consumer and commercial lending products.
Oversee the end-to-end complaints handling process, ensuring timely investigation and resolution as required by business benchmarks and/or regulatory/compliance requirements
Provide consistent, growth related feedback and coaching to direct reports based on their performance and career trajectory
Proactively partner with Compliance and Risk teams to ensure all Analysts (both Commercial and Consumer accounts) comply with all regulatory requirements and internal policies related to complaints handling
Analyze complaints program data to identify trends, root causes, and areas for process improvement
Collaborate with internal teams (e.g., Customer Success, Legal, Compliance) to enhance the customer experience for commercial and consumer programs
Work with internal partners to develop and maintain dashboards, KPIs, regular reporting on complaint metrics, key insights, and recommended improvements to senior leadership. Provide actionable insights to Complaints team, leadership, and stakeholders using data analytics
Handle escalated complaints and act as the final point of resolution for complex issues.
Continuously improve complaints processes to enhance customer satisfaction and operational efficiency.
You Have
3+ years of professional experience with either a financial institution or payment provider preferred specializing in consumer lending, collections, servicing, or a related field.
1+ year(s) of professional experience as a direct people lead, able to provide consistent feedback and coaching, set and maintain expectations, and deliver results.
Strong analytical skills with experience in complaints data analysis and reporting
Excellent written, oral and presentation skills and an ability to synthesize information and make clear, concise recommendations on a course of action
Strong technical skills in SQL, CRM, and data analysis tools a plus
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
$111,700—$167,500 USD
Zone B
$103,800—$155,800 USD
Zone C
$98,200—$147,400 USD
Zone D
$89,400—$134,000 USD
Use of AI in Our Hiring Process
We may use automated AI tools to evaluate job applications for efficiency and consistency. These tools comply with local regulations, including bias audits, a
About the Company
Block is one company built from many blocks, all united by the same purpose of economic empowerment. The blocks that form our foundational teams -- People, Finance, Counsel, Hardware, Information Security, Platform Infrastructure Engineering, and more -- provide support and guidance at the corporate level. They work across business groups and around the globe, spanning time zones and disciplines to develop inclusive People policies, forecast finances, give legal counsel, safeguard systems, nurture new initiatives, and more. ...
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