Risk Mitigation Specialist: Elder Abuse Investigations, Cash App

Block•Phoenix, AZ

About The Position

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 Elder Abuse Investigations Team is responsible for conducting thorough and sensitive investigations into accounts that may have indicators of abuse, neglect, or exploitation of elderly individuals. This team works collaboratively with multiple business units and functions across the Cash App Ecosystem to review accounts, assess risk, and develop intervention strategies to protect seniors from fraud and financial exploitation. Team members are expected to possess strong analytical skills balanced with exceptional adherence to review procedures. Agents must maintain a high level of professionalism while reviewing potentially difficult situations, demonstrating respect, empathy, and discretion while collaboratively addressing sensitive issues and ensuring all actions are guided by industry, regulatory, and internal standards.

Requirements

Minimum 1 year of experience in a fraud or prevention role
Minimum 1 year experience at Cash App
Moderate knowledge of banking policies, procedures and governmental regulations
Must possess basic knowledge of a core banking system as well as the bank policies and procedures related to laws and regulations.
Background in managing cases
Ability to utilize internal tooling.

Nice To Haves

Minimum 1 - 2 years experience in the financial tech industry
Minimum 1 - 2 years experience in the financial services industry
Experience developing AI-driven solutions to enhance risk management processes and efficiency.
Ability to work in a fast-paced environment with evolving regulatory expectations.

Responsibilities

Review and action accounts in accordance with company policies and procedures.
Investigate, monitor and escalate potential high risk and/or fraudulent activity related to customers' accounts or transactional activity.
Manage and respond to incoming claims in compliance with operational and regulatory obligations.
Demonstrate strong attention to detail to ensure each case is clearly and accurately documented for future reference.
Foster a culture of accountability, collaboration, speed, innovation, excellence and a fun work environment while continuously elevating the quality and caliber of our controls.
Drives for Results by maintaining and meeting KPIs in productivity and quality assurance.
Maintains accountability and awareness of key process changes, system changes, organization, governance structures and their broader impacts.
Review customer accounts to look for risk indicators and take appropriate action to mitigate loss, minimize risk and exposure, while protecting the Cash App ecosystem according to company policies.
Utilize internal tools and account data to confidently decision cases with little to no customer information or input provided.
Detect and Surface new patterns, trends, red flags, or risky behaviors
Surface and escalate Terms of Service violations, abuse, coercion, illegal activity, and exploitation appropriately to partner teams.