Customer Advocate, Trust and Safety

Gen Digital Inc.•Tempe, AZ

About The Position

As a Customer Advocate, Trust and Safety, you will protect MoneyLion's customers and uphold our integrity by investigating claims of identity theft, unauthorized charges, account takeovers, and other fraud-related concerns. This role is ideal for a highly analytical, proactive, and detail-oriented professional committed to regulatory compliance and customer satisfaction. You’ll be a key member of the Trust and Safety team, independently managing investigations, collaborating with cross-functional partners, and driving improvements in fraud prevention. You’ll thrive in a fast-paced, high-volume environment by applying sound judgment and making confident, detail-oriented decisions. By identifying and resolving complex fraud cases, you will maintain MoneyLion's operational excellence and build lasting trust with our customers.

Requirements

Minimum 2+ years in investigations, fraud detection, or risk management within financial services, e-commerce, or another highly regulated industry.
Expertise: In-depth understanding of fraud detection methodologies, risk assessment strategies, identity verification protocols, and regulatory guidelines, including FINRA, FTC, BSA, KYC, and AML requirements.
Technical Proficiency: Experience with CRMs such as Salesforce, Kustomer, or Zendesk and data analysis tools such as Looker, Periscope, or 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 addressing customer concerns empathetically and thoroughly—even when the outcome may not align with customer expectations.
Industry Familiarity: Knowledge of regulatory frameworks and fraud detection tools is essential.
Ownership: Strong sense of accountability, proactive problem-solving, and commitment to continuous improvement.
Team Engagement: Active participation in team discussions and a commitment to fostering a collaborative and inclusive environment.
Cultural Fit: Positive, enthusiastic contributor who is willing to wear multiple hats and assist where needed.
Self-Awareness: Understands strengths and weaknesses, takes ownership of personal development, and seeks feedback to grow.
Proactivity: Brings risks, trends, and opportunities to leadership’s attention without waiting to be asked.
Attention to Detail: Produces thorough investigative reports and documentation with clarity and accuracy.
Adaptability: Thrives in a dynamic environment with varying priorities and handles large case volumes effectively.
Collaboration: Builds strong relationships across teams and demonstrates maturity in stakeholder interactions.
Commercial Mindset: Understands the financial and reputational implications of decisions.
Professional Maturity: Demonstrates corporate maturity and discretion in all internal and external communications.
Growth Potential: Shows a strong desire to develop into a subject matter expert and thought leader within the organization.

Nice To Haves

Relevant education or equivalent experience in investigations, fraud detection, risk management, financial services, e-commerce, or another highly regulated industry.

Responsibilities

Conduct thorough investigations into claims of identity theft, unauthorized transactions, and account takeovers, ensuring compliance with AML, KYC, FINRA, FTC, and industry best practices.
Detect, analyze, and mitigate suspicious activity using advanced tools and resources, escalating systemic risks as needed.
Document investigative findings accurately and comprehensively for legal discovery, ensuring all communications meet professional standards.
Collaborate with Compliance, Legal, Fraud & Product Operations, and Customer Advocacy teams to address emerging trends, improve fraud prevention strategies, and resolve escalated issues.
Manage high volumes of cases efficiently while maintaining accuracy, productivity, and timeliness.
Engage customers and peers professionally, using sound judgment to de-escalate situations and articulate complex matters clearly.
Identify process gaps and contribute to improving standard operating procedures, team documentation, and training materials.
Monitor workflows for continuous improvement opportunities and implement solutions without compromising quality.
Serve as a subject matter expert in fraud and risk management, mentoring peers and providing thought leadership.
Participate actively in team meetings, fostering a positive, supportive, and collaborative culture.