(Bilingual/Spanish)-SFS Customer Success Advocate

SquareUp

SquareUp

Customer Service, Legal, Sales & Business Development
Salt Lake City, UT, USA
Posted on Saturday, June 1, 2024

Company Description

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.

Job Description

You Will:

  • Answer customer questions regarding business documents or current loan information in both English and Spanish.

  • Resolve customer inquiries by phone and email using a CRM tool.

  • Navigate escalation paths to assess a Seller's needs based on where they are in the cycle of their loan to mitigate risk.

  • Maintain or exceed established service level agreements and guidelines for resolution of queued transactions to minimize potential revenue losses.

  • Identify, document, and follow up with teams across varying lines of the business on product bugs and features

  • Participate in ongoing training to maintain knowledge of BSA/AML and perform BSA/AML responsibilities needed within this role.

  • Collaborate with members of other teams to determine solutions and serve as a resource to provide the best possible experience to our Sellers.

  • Work within a remote or distributed team environment and collaborate with team members through internal messaging tools and through video calls.

Qualifications

You have:

  • Written and verbal fluency in English as well as Spanish is preferred

  • 1+ years of customer service experience within either a financial institution, payment provider, or tech company preferred.

  • Interest in discovering and implementing new processes to best support the needs of customers.

  • Enjoyment in working collaboratively on new projects across growing areas within the business.

  • Desire to implement feedback and change within the scope of your role and the team.

  • A passion for Square and customers engaging with Square products.

Additional Information

Zone A: USD $25.05 - USD $37.55
Zone B: USD $23.27 - USD $34.90
Zone C: USD $20.29 - USD $30.38
Zone D: USD $18.75 - USD $28.17"

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.