Appeals Policy and Strategy Manager

The Financial Crimes organization serves as the guardian of Block's ecosystem, ensuring that our platforms remain secure and trusted while advancing our mission of economic empowerment. We protect our customers' ability to participate in the economy while preventing criminal abuse of our systems, maintaining the integrity of both traditional and cryptocurrency transactions, and enabling responsible financial innovation.

The Customer Onboarding & Appeals team is part of the Financial Crimes organization. This team is essential to protecting Block’s ecosystem by developing and managing protocol that enable secure customer onboarding (e.g. customer identification and verification, merchant access), ongoing monitoring including EDD processes, and safe and compliant account restoration for customers returning to the platform while protecting Block from increased risk relating to financial crimes, money laundering, fraud, and terrorist financing.

Candidates for this role will have the opportunity to be placed within the Customer Onboarding & Appeals team supporting Appeals policy and strategy, and overall BSA/AML Program Management with an emphasis on safeguarding the platform from activity that is illegal, unethical, or high risk according to Block Inc Terms of Service.

The Appeals Policy and Strategy Manager plays a vital role in developing and maintaining the organization's Appeals Program, and ensuring alignment with regulatory requirements and business objectives. This position combines policy expertise with practical implementation, working across business lines to enhance Appeals processes while maintaining regulatory compliance.  

You Will:

Own and support the following pieces of the Customer Onboarding and Appeals team:

Policy Development and Management

1. Lead the development, review, and maintenance of the Appeals policies and standards
2. Monitor policy changes and assess their impact on the existing Appeals framework
3. Develop and maintain supplementary guidance documents and FAQs
4. Ensure alignment between global standards and policy requirements
5. Review and process exception requests to Appeals standards

Program Implementation

1. Partner with cross-functional teams to implement Appeals requirements effectively
2. Advise compliance technology teams on policy requirements affecting Appeals processes and solutions
3. Monitor Appeals metrics to assess program effectiveness
4. Support the evaluation and enhancement of Appeals controls
5. Coordinate with training teams to ensure accurate content development

Stakeholder Management

1. Collaborate with legal, audit, and risk management teams
2. Provide subject matter expertise to business units and support teams
3. Participate in governance forums and working groups
4. Support regulatory examinations and internal audits
5. Build and maintain relationships with key stakeholders across the organization

Risk Management

1. Assess and identify potential Appeals compliance issues
2. Monitor emerging compliance risks and regulatory trends
3. Review and analyze Appeals metrics and program performance
4. Contribute to risk assessment processes
5. Support issue remediation efforts

You Have

1. 8+ years in a BSA/AML compliance and/or compliance operations role with a financial services firm, preferably in payments or Fintech
2. Track record of influencing enterprise-wide compliance programs
3. Experience providing guidance on complex regulatory matters to executive leadership
4. A strong analytical and metrics driven approach to create substantiated solutions
5. Strong knowledge in compliance regulations, risks and typologies 
6. Superb organization skills with the ability to manage competing priorities
7. Excellent verbal and written communication skills
8. Adaptability in an agile and fast-paced environment
9. Ability to execute independently and work with team members of all levels
10. Passion for Block, and an interest in technology and knowledge of the industry
11. Mindset to deliver results proactively, resourcefully, and methodically
12. An independent contributor who can perform at a high level (both quantity and quality)
13. Preference for individuals who have demonstrated experience engaging with federal/ international banking regulators
14. Relevant industry certifications (CAMS, CFE, CFCS, CRCM)
15. An independent contributor who can perform at a high level (both quantity and quality)
16. CAMS certification preferred

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. 

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:

$163,600—$245,400 USD

Zone B:

$152,200—$228,200 USD

Zone C:

$144,000—$216,000 USD

Zone D:

$135,800—$203,600 USD