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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, and 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

We are looking for a Customer Advocate, Trust & Safety to assist our customers investigate claims of ID Theft, unauthorized charges, account takeover, and other risk functions.

Customer Advocate, Trust & Safety responsibilities include investigating claims of ID theft, and unauthorized charges to determine whether fraudulent activity has occurred. Additionally, the Trust & Safety team works proactively to identify fraudulent accounts and create solutions to mitigate fraud. To be successful in this role, you should be an excellent written and verbal communicator, a thorough investigator, and someone with a high degree of attention to detail. You should also be familiar with customer support software and various investigation tools.

Key Responsibilities

• Detect, analyze, and mitigate risk and suspicious activity
• Identify remediation opportunities and coordinate performance improvement plans
• Interact directly with multiple cross-functional partners
• Resolve complex issues with little or no supervision
• Independently investigate and resolve problems that require in-depth analysis
• Work with peers, management, and business leaders to communicate fraud trends and share best practices, ideas, and information
• Assist and ensure timely and accurate completion of ongoing projects and goals to mitigate risk
• Monitor workflow and make recommendations for efficiency gains
• Work both independently and within a team unit to optimize success
• Strong time management and be able to handle a large volume of work assignments
• Communicate effectively to customers and team members (verbally and written)

About You

• A minimum 2+ years with prior investigations or Fraud experience
• Previous e-commerce or Financial experience preferred
• Ability to multitask and manage multiple cases and projects simultaneously
• Ability to evaluate risks and the impact of decisions on an overall organization
• Excellent communication skills: written and verbal, basic phone center soft skills
• Ability to write concise and factual investigative reports
• Good conflict resolution/problem-solving skills that focus on preventing monetary loss
• Ability to de-escalate complex situations
• Analytical, statistical reporting and research skills
• Ability to operate in a fast-paced environment with a sense of urgency and attention to detail
• Consistency with meeting productivity expectations
• Excellent organizational, analytical, and critical thinking skills
• Ability to analyze situations and issues, identify options, draw logical conclusions
• Exceptional problem-solving skills
• Experience using a CRM such as Salesforce, Kustomer, Zendesk
• Experience using Data Analysis Tools Such as Looker, Periscope, Qualtrics

The annual base salary for the Customer Advocate, Trust & Safety is between $55,000 to $63,000. For New York City candidates that will be in office, the annual base salary range is $65,000-$75,000. 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 Pride 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
• Comprehensive medical, dental, vision and life insurance benefits
• Wellness perks
• Paid parental leave
• Generous Paid Time Off
• Learning and Development resources
• Flexible working hours

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.