Customer Advocate, Trust and Safety

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 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.

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 Resolution: Proficiency in de-escalation techniques and delivering firm, clear \"no\" responses without exposing sensitive internal processes or: 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 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 Potential: Shows a strong desire to develop into a subject matter expert and thought leader within the '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