Customer Advocate, Trust and Safety

Customer Advocate, Trust And Safety

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.

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.
• 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, supporting peers and contributing thought leadership.
• Engage actively in team meetings, collaborate in peer discussions, and foster a positive and supportive team culture.

Required Skills and Experience :

Gen is proud to be an equal-opportunity employer, committed to diversity and inclusivity. We base employment decisions on merit, experience, and business needs, without considering race, color, national origin, age, religion, sex, pregnancy, genetic information, disability, medical condition, marital status, sexual orientation, gender identity or expression, military or veteran status, or other unlawful factors. Gen prohibits discrimination based on these protected characteristics and recruits talented candidates from diverse backgrounds.

We consider individuals with arrest and conviction records and do not discriminate against employees for discussing their own pay or that of other employees or applicants.

To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.