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.