Customer Advocate – Trust & Safety

Customer Advocate – Trust & Safety

Requirements

• Minimum 2+ years in investigations, fraud detection, or risk management within financial services or e-commerce or a highly regulated industry.
• In-depth understanding of fraud detection methodologies, risk assessment strategies, identity verification protocols, and regulatory guidelines, including FINRA, FTC standards, and other fraud-related compliance measures.
• Experience with CRMs (Salesforce, Kustomer, Zendesk) and data analysis tools (Looker, Periscope, Qualtrics).
• Exceptional verbal and written communication skills, with the ability to convey complex ideas concisely and professionally to diverse audiences.
• Demonstrated ability to evaluate and escalate risks, make sound decisions, and adapt to dynamic situations.
• Proficiency in de-escalation techniques and delivering firm, clear “no” responses without exposing sensitive internal processes or information.
• Strong conflict resolution and analytical skills, with the ability to make sound decisions under pressure while striving to address customer concerns empathetically and thoroughly, even when the outcome may not align with the customer’s expectations.
• Strong sense of accountability, proactive problem-solving, and a commitment to continuous improvement.
• Active participation in team discussions, fostering a collaborative and inclusive environment.
• Positive, enthusiastic contributor to team culture, with a willingness to wear multiple hats and assist where needed.
• Understands strengths and weaknesses, takes ownership of personal development, and seeks feedback to grow.
• Brings risks, trends and opportunities to leadership’s attention without waiting to be asked.
• Produces thorough investigative reports and documentation, ensuring clarity and accuracy.
• Thrives in a dynamic environment with varying priorities, handling large case volumes effectively.
• Builds strong relationships across teams, demonstrating maturity in stakeholder interactions.
• Understands the financial and reputational implications of decisions.
• Knowledge of regulatory frameworks and fraud detection tools is essential.
• Candidates must demonstrate corporate maturity and discretion in all communications, internally and externally.
• A strong desire to develop into an SME and thought leader within the organization is highly valued.

Responsibilities

• Conduct thorough investigations into claims of fraud, including identity theft, unauthorized transactions, and account takeovers, ensuring compliance with industry best practices and regulatory standards (e.g., AML, KYC, FINRA, FTC guidelines).
• Detect, analyze, and mitigate suspicious activity, leveraging tools and resources, and escalate systemic risks as necessary.
• Document investigative findings comprehensively and accurately, in a manner suitable for legal discovery, ensuring internal and external communications meet professional standards.
• Collaborate with internal stakeholders, including Compliance, Legal, Fraud & Product Operations, and Customer Advocacy, to address emerging trends, refine fraud prevention measures, share best practices, and resolve escalated issues.
• Handle high volumes of cases with accuracy and efficiency, meeting productivity and timeliness expectations.
• Engage with customers and peers effectively, using professional judgment to de-escalate situations and communicate complex matters clearly.
• Proactively identify process gaps and contribute to the development of documentation, SOPs, and training materials to improve team efficiency and knowledge sharing.
• Monitor workflow for opportunities to improve efficiency and implement solutions without compromising quality.
• Act as a subject matter expert (SME) in fraud and risk management, training peers and contributing thought leadership.
• Engage actively in team meetings, collaborate in peer discussions, and foster a positive and supportive team culture.

Preferred Qualifications

• A strong desire to develop into an SME and thought leader within the organization is highly valued.