Customer Advocate, Trust and Safety
Gen Digital · Tempe, Arizona
ABOUT GEN
Gen is a global company dedicated to powering Digital Freedom through its trusted consumer brands including Norton, Avast, LifeLock, MoneyLion and more.
Our combined heritage is rooted in financial empowerment and cyber safety for the first digital generations, and today we deliver award-winning cybersecurity, online privacy, identity protection and financial wellness solutions to nearly 500 million users in more than 150 countries.
Together, we share a collective passion and vision to protect consumers and help them grow, manage and secure their digital and financial lives.
We’re always looking for smart, fearless and high-impact talent who see AI as a teammate – leveraging it to move faster and deliver meaningful results.
When you’re part of Gen, you’ll have the flexibility, tools and support to do your best work and grow your career – from flexible working options and time off to competitive pay, benefits and well-being programs.
At Gen, we are scrappy and relentlessly customer driven. We create room for healthy debate, experimentation and continuous learning, and we seek out people with different experiences, identities and ideas to join our team. You’ll work with people who back each other, respect each other and understand that our differences are a competitive advantage.
If this sounds like you, we’d love you to be part of Gen.
ABOUT THE ROLE: CUSTOMER ADVOCATE, TRUST AND SAFETY
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.
KEY 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.
ABOUT YOU
- Education: Relevant education or equivalent experience in investigations, fraud detection, risk management, financial services, e-commerce, or another highly regulated industry.
- Experience: Minimum 2+ years in investigations, fraud detection, or risk management within financial services, e-commerce, or another highly regulated industry.
SKILLS
- 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.
PERSONAL ATTRIBUTES
- 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.
WHAT’S NEXT
After you submit your application, you can expect the following steps in the recruitment process:
- Talent Acquisition phone screen
- Hiring Manager interview
- Team or cross-functional interview
- Final decision