Dispute Investigation Policy Strategist

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. 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:
$180,000 - $270,000 USD
Zone B:
$171,000 - $256,600 USD
Zone C:
$162,000 - $243,000 USD
Zone D:
$153,000 - $229,600 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, and we handle all personal data in accordance with state and local privacy laws.
Contact us at [email protected] with hiring practice or data usage questions.
Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offering. Check out our other benefits at Block.
Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy. Each of our brands unlocks different aspects of the economy for more people. Square makes commerce and financial services accessible to sellers. Cash App is the easy way to spend, send, and store money. Afterpay is transforming the way customers manage their spending over time. TIDAL is a music platform that empowers artists to thrive as entrepreneurs. Bitkey is a simple self-custody wallet built for bitcoin. Proto is a suite of bitcoin mining products and services. Together, we're helping build a financial system that is open to everyone.