Customer Advocate, Executive & Regulatory Relations

MoneyLion; New York (NY); On-site; USD 55,000 - 95,000; Full time

Job summary

An established industry player is seeking a Customer Advocate to enhance customer satisfaction and streamline complaint resolution. This role is crucial for managing high-priority customer complaints and advocating for systemic improvements. The ideal candidate will possess strong analytical and communication skills, collaborating cross-functionally to ensure compliance and enhance processes. With a focus on customer advocacy, this position offers a unique opportunity to drive meaningful change within the organization. Join a dynamic team dedicated to empowering individuals with innovative financial solutions and making a positive impact in the fintech space.

Benefits

Competitive salary packages

Wellness perks

Paid parental leave

Generous Paid Time Off

Learning and Development resources

Qualifications

• 4-5 years of customer-facing experience in financial services or fintech.
• Exceptional written and verbal communication skills.

Responsibilities

• Manage and resolve high-priority customer complaints across multiple channels.
• Work directly with regulatory bodies to ensure appropriate handling of complaints.

Skills

Analytical Skills

Communication

Customer Advocacy

Time Management

Judgment and Decision-Making

Education

High School Diploma

Bachelor's Degree

Tools

Salesforce

Kustomer

Zendesk

Job description

MoneyLion is a leader in financial technology powering the next generation of personalized products and content, with a top consumer finance super app, a premier embedded finance platform for enterprise businesses and a world-class media arm. MoneyLion's mission is to give everyone the power to make their best financial decisions. We pride ourselves on serving the many, not the few; providing confidence through guidance, choice, personalization; and shortening the distance to an informed action.

In our go-to money app for consumers, we deliver curated content on finance and related topics, through a tailored feed that engages people to learn and share. People take control of their finances with our innovative financial products and marketplace - including our full-fledged suite of features to save, borrow, spend, and invest - seamlessly bringing together the best offers and content from MoneyLion and our 1,100+ Enterprise Partner network, together in one experience. MoneyLion's enterprise technology provides the definitive search engine and marketplace for financial products, enabling any company to add embedded finance to their business, with advanced AI-backed data and tools through our platform and API. Established in 2013, MoneyLion connects millions of people with the financial products and content they need, when and where they need it.

Position Overview

The Customer Advocate, Executive & Regulatory Relations plays a vital role in MoneyLion's Customer Operations by owning and managing high-priority customer complaints and escalations. This role is instrumental in resolving individual complaints while advocating for broader solutions to improve our processes and systems. The Customer Advocate works directly with regulatory agencies, executive leadership, and other key stakeholders, ensuring compliance, maintaining MoneyLion's reputation, and driving process improvements that enhance customer satisfaction.

Success in this role requires exceptional communication & analytical skills, cross-functional collaboration, and a proactive approach to issue resolution. The ideal candidate must demonstrate a high degree of ownership, efficiency, and accountability, with the ability to manage multiple workflows simultaneously. This role is not just about resolving customer complaints-it is about identifying trends, working cross-functionally to improve policies, and escalating potential risks to leadership to drive meaningful change.

Key Responsibilities

• Manage and resolve high-priority customer complaints across multiple channels, including escalations from executive leadership and regulatory agencies.
• Advocate for broader solutions by identifying systemic trends in complaints and working with internal teams to improve policies and processes.
• Work directly with regulatory bodies to ensure appropriate handling of complaints and draft formal responses that are clear, professional, and compliant.
• Report to executive leadership , providing insights into complaint trends, root causes, and recommended actions to enhance customer satisfaction and mitigate risks.
• Act as a single point of contact for customers, ensuring continuous communication and resolution in alignment with SLAs.
• Manage escalations with high-touch service , ensuring timely acknowledgment and ongoing communication until a resolution is reached, ensuring customers are informed and reassured throughout the process.
• Conduct thorough investigations by gathering relevant information, analyzing root causes, and determining fair and compliant resolutions.
• Work cross-functionally with Compliance, Risk, Legal, Trust & Safety, and Product teams to ensure regulatory adherence and continuous improvements to complaint resolution processes.
• Manage multiple workflows simultaneously , prioritizing efficiency, timeliness, and quality in resolution efforts.
• Exercise sound judgment in balancing customer needs, business risk, and regulatory obligations when making resolution decisions.
• Record complaints and resolutions in the Customer Relationship Management (CRM) system for accurate tracking, reporting, and discovery purposes.
• Lead feedback sessions to recommend process enhancements based on identified trends and complaint themes.
• Support the Customer Service team by sharing expertise on complaint resolution best practices and providing mentorship where applicable.

Required Skills and Experience

• Education : High school diploma required; bachelor's degree preferred.
• Experience : 4-5 years of customer-facing experience, preferably within financial services or fintech.
• Regulatory Knowledge : Experience working with financial services regulatory agencies (FTC, CFPB, BBB, etc.) is strongly preferred.
• Analytical Skills : Proven ability to investigate complex issues, identify root causes, and recommend effective solutions.
• Communication : Exceptional written and verbal communication skills, with experience drafting regulatory responses and de-escalating high-stakes situations.
• Customer Advocacy : Ability to balance customer concerns with business needs and regulatory requirements while ensuring a fair outcome.
• Ownership and Accountability : Strong ability to work independently, manage high case volumes, and take full ownership of resolutions.
• Collaboration : Experience working cross-functionally with Legal, Compliance, Trust & Safety, and Risk teams to ensure customer complaints are handled appropriately.
• Process Improvement : Ability to recognize trends in complaints and proactively suggest and implement systemic solutions.
• Time Management : Strong organizational skills and the ability to handle high case loads while ensuring all SLAs are met.
• Judgment and Decision-Making : Ability to assess risks, make sound decisions, and escalate concerns when necessary.
• CRM Proficiency : Experience using systems such as Salesforce, Kustomer, Zendesk, or similar platforms for tracking and documenting complaints and resolutions.

What We Value

We value growth-minded and collaborative people with high learning agility who embody our core values of teamwork, customer-first and innovation . Every member of the MoneyLion Team is passionate about fintech and ready to give 100% in helping us achieve our mission.

Working At MoneyLion

At MoneyLion, we want you to be well and thrive. Our generous benefits package includes :

• Competitive salary packages
• Wellness perks
• Paid parental leave
• Generous Paid Time Off
• Learning and Development resources

MoneyLion is committed to equal employment opportunities for all employees. Inside our company, every decision we make regarding our employees is based on merit, competence, and performance, completely free of discrimination. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. Within that team, no one will feel more "other" than anyone else. We realize the full promise of diversity and want you to bring your whole self to work every single day.