Senior Customer Advocate, Trust & Safety

MoneyLion Inc.; New York (NY); On-site; USD 65,000 - 67,000; Full time

Job summary

An established industry player in fintech is seeking a Senior Customer Advocate for Trust & Safety. This pivotal role involves investigating claims of fraud, identity theft, and unauthorized transactions, ensuring compliance with industry regulations. The ideal candidate will thrive in a dynamic environment, demonstrating exceptional analytical skills and attention to detail. By collaborating with various teams, you will enhance fraud detection processes and contribute to maintaining the company's reputation for operational excellence. Join a team that values growth, collaboration, and innovation, and be part of a mission to empower customers in their financial journey.

Benefits

401(k) match

Health insurance options

Disability coverage

Life insurance

Unlimited paid time off

Wellness perks

Paid parental leave

Learning and Development resources

Qualifications

• 2+ years in fraud detection or risk management in financial services.
• In-depth understanding of fraud detection methodologies and regulatory guidelines.

Responsibilities

• Conduct investigations into fraud claims and ensure compliance with regulations.
• Collaborate with internal teams to refine fraud prevention measures.

Skills

Analytical Thinking

Conflict Resolution

Problem-Solving

Communication Skills

Judgment

Detail-Oriented

Education

Bachelor's Degree in a relevant field

Tools

Salesforce

Kustomer

Zendesk

Looker

Periscope

Qualtrics

Job description

Senior Customer Advocate, Trust & Safety

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.

About the Role

The Customer Advocate, Trust and Safety, plays a critical role in safeguarding MoneyLion’s customers and the integrity of our organization by investigating claims of identity theft, unauthorized charges, account takeovers, and other fraud-related concerns. This position requires a highly analytical, proactive, and detail-oriented individual who thrives in a dynamic environment and demonstrates a strong commitment to regulatory compliance and customer satisfaction.

As a key member of the Trust and Safety team, you will independently handle investigations, collaborate with cross-functional partners, and contribute to improving fraud detection and prevention processes. We are seeking someone who excels in a fast-paced, high-volume environment, brings exceptional attention to detail, and uses sound judgment to make confident decisions.

This role demands professionalism, analytical thinking, and the ability to work collaboratively across teams to address complex challenges while ensuring compliance with industry regulations and fostering a positive team culture. By identifying and resolving fraud cases effectively, you’ll play a vital part in maintaining MoneyLion’s reputation for operational excellence and building trust with our customers.

This role is located on-site 4 days a week at our headquarters in Chelsea, NYC.

Key Responsibilities

• Conduct thorough investigations into claims of fraud, including identity theft, unauthorized transactions, and account takeovers, ensuring compliance with industry best practices and regulatory standards (e.g., AML, KYC, FINRA, FTC guidelines).
• Detect, analyze, and mitigate suspicious activity, leveraging tools and resources, and escalate systemic risks as necessary.
• Document investigative findings comprehensively and accurately, in a manner suitable for legal discovery, ensuring internal and external communications meet professional standards.
• Collaborate with internal stakeholders, including Compliance, Legal, Fraud & Product Operations, and Customer Advocacy, to address emerging trends, refine fraud prevention measures, share best practices, and resolve escalated issues.
• Handle high volumes of cases with accuracy and efficiency, meeting productivity and timeliness expectations.
• Engage with customers and peers effectively, using professional judgment to de-escalate situations and communicate complex matters clearly.
• Proactively identify process gaps and contribute to the development of documentation, SOPs, and training materials to improve team efficiency and knowledge sharing.
• Monitor workflow for opportunities to improve efficiency and implement solutions without compromising quality.
• Act as a subject matter expert (SME) in fraud and risk management, training peers and contributing thought leadership.
• Engage actively in team meetings, collaborate in peer discussions, and foster a positive and supportive team culture.

About You

• Experience: Minimum 2+ years in investigations, fraud detection, or risk management within financial services or e-commerce or a highly regulated industry.
• Expertise: In-depth understanding of fraud detection methodologies, risk assessment strategies, identity verification protocols, and regulatory guidelines, including FINRA, FTC standards, and other fraud-related compliance measures.
• Technical Proficiency: Experience with CRMs (Salesforce, Kustomer, Zendesk) and data analysis tools (Looker, Periscope, Qualtrics).
• Communication: Exceptional verbal and written communication skills, with the ability to convey complex ideas concisely and professionally to diverse audiences.
• Judgment: Demonstrated ability to evaluate and escalate risks, make sound decisions, and adapt to dynamic situations.
• Conflict Resolution: Proficiency in de-escalation techniques and delivering firm, clear “no” responses without exposing sensitive internal processes or information.
• Problem-Solving: Strong conflict resolution and analytical skills, with the ability to make sound decisions under pressure while striving to address customer concerns empathetically and thoroughly, even when the outcome may not align with the customer’s expectations.
• Ownership: Strong sense of accountability, proactive problem-solving, and a commitment to continuous improvement.
• Team Engagement: Active participation in team discussions, fostering a collaborative and inclusive environment.
• Cultural Fit: Positive, enthusiastic contributor to team culture, with a willingness to wear multiple hats and assist where needed.
• Self-Aware: Understands strengths and weaknesses, takes ownership of personal development, and seeks feedback to grow.
• Proactive: Brings risks, trends and opportunities to leadership’s attention without waiting to be asked.
• Detail-Oriented: Produces thorough investigative reports and documentation, ensuring clarity and accuracy.
• Adaptable: Thrives in a dynamic environment with varying priorities, handling large case volumes effectively.
• Collaborative: Builds strong relationships across teams, demonstrating maturity in stakeholder interactions.
• Commercially Minded: Understands the financial and reputational implications of decisions.
• Industry Familiarity: Knowledge of regulatory frameworks and fraud detection tools is essential.
• Professional Maturity: Candidates must demonstrate corporate maturity and discretion in all communications, internally and externally.
• Growth Potential: A strong desire to develop into an SME and thought leader within the organization is highly valued.

The annual base salary for the Customer Advocate, Trust & Safety is between $65,000 to $67,000. Base salary is one component of MoneyLion's total compensation package, which includes 401(k) match, multiple health insurance options, disability coverage, life insurance, and unlimited paid time off for salaried positions. Actual salaries will vary based on a candidate’s qualifications, experience, skills, and competencies related to the role.

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.