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 are seeking a highly experienced Dispute Investigation Policy Strategist to join our dispute team. You will play a central role in shaping how Cash App manages and resolves consumer disputes across all Cash App products in accordance with Regulation E (Electronic Fund Transfer Act) and Regulation Z (Truth in Lending Act), while aligning with network rules and internal risk policies.
As the subject matter expert in issuer disputes, you will be responsible for designing compliant and scalable policies and processes, with a strong understanding of Visa and Pulse network chargeback rules, regulatory obligations, and dispute-related risk mitigation strategies. This is a critical role that sits at the intersection of Risk, Compliance, Operations, and Product, ensuring our dispute handling processes are efficient, auditable, and customer-centric.
You Will
- Own strategy for design, documentation, and maintenance of dispute investigation policies and procedures in alignment with Reg E, Reg Z, and relevant Visa and Pulse network rules
- Ensure processes support compliant handling of a wide range of disputes: unauthorized transactions, billing errors, merchandise/service issues, etc.
- Partner with Compliance, Legal, Operations, and Product to operationalize dispute handling workflows and control frameworks
- Build and refine policies related to provisional credit, investigation timelines, customer notifications, and liability determinations
- Stay current with changes in regulatory and network rules and translate them into timely policy updates
- Lead internal reviews of high-risk, escalated, or complex dispute scenarios
- Provide dispute training support to frontline operations and help establish internal controls to ensure adherence
- Support audit readiness and regulatory examination preparation with strategy documentation
- Serve as an internal SME for issuer dispute workflows and escalation criteria
You Have
- 8+ years of experience in dispute operations, dispute policy, regulatory risk roles in the financial services industry
- Deep working knowledge of Regulation E (EFTA), including investigation requirements, timelines, provisional credit, and consumer liability provisions
- Familiarity with Regulation Z
- Strong understanding of Visa and Pulse dispute resolution processes, including issuer and acquirer roles and chargeback filing rules
- Proven ability to create detailed operational policies, workflows, and documentation
- Excellent written and verbal communication skills with experience with SOPs, playbooks, and audit-ready documentation
- Demonstrated ability to influence cross-functional stakeholders and support operational teams
- Experience with audit, internal control testing, or regulatory examination support is a plus
- [Bonus] Experience supporting card issuing, chargebacks, or fraud operations within a fintech or bank
- [Bonus] Prior involvement in implementing or maintaining compliance technology/tools related to dispute management
- [Bonus] Working knowledge of UDAAP principles as they relate to customer treatment in dispute processes
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