Customer Advocate, MoneyLion
Executive & Regulatory Relations
$22 to $24 per hour.
The all-in-one mobile banking experience
Open for applications
The all-in-one mobile banking experience
501-1000 employees
Open for applications
$22 to $24 per hour.
501-1000 employees
Company mission
MoneyLion's mission is to empower millions in achieving their life goals by taking control of their finances. Their approach is giving people access to a comprehensive range of personalised service and products, changing the way people engage with their money.
Role
Who you are
- Success in this role requires exceptional communication & analytical skills, cross-functional collaboration, and a proactive approach to issue resolution
- The ideal candidate must demonstrate a high degree of ownership, efficiency, and accountability, with the ability to manage multiple workflows simultaneously
- Education: High school diploma required; bachelor's degree preferred
- Experience: 4-5 years of customer-facing experience, preferably within financial services or fintech
- Regulatory Knowledge: Experience working with financial services regulatory agencies (FTC, CFPB, BBB, etc.) is strongly preferred
- Analytical Skills: Proven ability to investigate complex issues, identify root causes, and recommend effective solutions
- Communication: Exceptional written and verbal communication skills, with experience drafting regulatory responses and de-escalating high-stakes situations
- Customer Advocacy: Ability to balance customer concerns with business needs and regulatory requirements while ensuring a fair outcome
- Ownership and Accountability: Strong ability to work independently, manage high case volumes, and take full ownership of resolutions
- Collaboration: Experience working cross-functionally with Legal, Compliance, Trust & Safety, and Risk teams to ensure customer complaints are handled appropriately
- Process Improvement: Ability to recognize trends in complaints and proactively suggest and implement systemic solutions
- Time Management: Strong organizational skills and the ability to handle high case loads while ensuring all SLAs are met
- Judgment and Decision-Making: Ability to assess risks, make sound decisions, and escalate concerns when necessary
- CRM Proficiency: Experience using systems such as Salesforce, Kustomer, Zendesk, or similar platforms for tracking and documenting complaints and resolutions
What the job involves
- The Customer Advocate, Executive & Regulatory Relations plays a vital role in MoneyLion's Customer Operations by owning and managing high-priority customer complaints and escalations
- This role is instrumental in resolving individual complaints while advocating for broader solutions to improve our processes and systems
- The Customer Advocate works directly with regulatory agencies, executive leadership, and other key stakeholders, ensuring compliance, maintaining MoneyLion’s reputation, and driving process improvements that enhance customer satisfaction
- This role is not just about resolving customer complaints—it is about identifying trends, working cross-functionally to improve policies, and escalating potential risks to leadership to drive meaningful change
- Manage and resolve high-priority customer complaints across multiple channels, including escalations from executive leadership and regulatory agencies
- Advocate for broader solutions by identifying systemic trends in complaints and working with internal teams to improve policies and processes
- Work directly with regulatory bodies to ensure appropriate handling of complaints and draft formal responses that are clear, professional, and compliant
- Report to executive leadership, providing insights into complaint trends, root causes, and recommended actions to enhance customer satisfaction and mitigate risks
- Act as a single point of contact for customers, ensuring continuous communication and resolution in alignment with SLAs
- Manage escalations with high-touch service, ensuring timely acknowledgment and ongoing communication until a resolution is reached, ensuring customers are informed and reassured throughout the process
- Conduct thorough investigations by gathering relevant information, analyzing root causes, and determining fair and compliant resolutions
- Work cross-functionally with Compliance, Risk, Legal, Trust & Safety, and Product teams to ensure regulatory adherence and continuous improvements to complaint resolution processes
- Manage multiple workflows simultaneously, prioritizing efficiency, timeliness, and quality in resolution efforts
- Exercise sound judgment in balancing customer needs, business risk, and regulatory obligations when making resolution decisions
- Record complaints and resolutions in the Customer Relationship Management (CRM) system for accurate tracking, reporting, and discovery purposes
- Lead feedback sessions to recommend process enhancements based on identified trends and complaint themes
- Support the Customer Service team by sharing expertise on complaint resolution best practices and providing mentorship where applicable
Our take
Managing our financial lives can be a challenge. From banking to investing, there are a plethora of institutions, products and services to choose from in the market.
Whilst legacy banks have traditionally been focused on a specific service within the financial industry, MoneyLion have built a full-service digital platform to deliver mobile banking, lending, and investment solutions. From their app, users can get a complete overview of their financial lives.
It is a neobank on the rise. Since its launch in 2013, MoneyLion has signed up nearly 8 million users, doubled its revenue between 2020-2021 and acquired a stake in digital asset settlement provider Zero Hash, adding crypto-based investing to their platform.
However, this is a highly competitive industry and one that in the first quarter of 2023, was highly volatile. MoneyLion also has big competition against the likes of Chime, Revolut, and RobinHood. Whilst competitive and operating within an evolving space, MoneyLion is continuing on a strong path through its marketplace strategy, matching members with partner brands and saw an increase in revenue through 2023.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-1% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jul 2019
$100m
SERIES C
Jun 2018
$30m
LATE VC
Total funding: $199m
Company benefits
- Employee Resource Groups
- Work from home opportunities
- 💻 Home Office Equipment
- 🍴 Office Snacks & Coffee
- 💛 Medical Benefits
- ⏰ Flexible Working Hours
- ✨ Employee Discounts
- Unlimited Time Off
- 👶 Parental Leave
- 💰 Company Match 401 (K)
- 🤝 Employee Referral Bonuses
- 💼 Equity Grants
Company HQ
Civic Center, New York, NY
Leadership
Dee Choubey
(CEO)Dee worked at Citigroup, Goldman Sachs, Citadel, and Barclays for a combined 10 years. He left his role in Investment Banking at Barclays having founded MoneyLion in September 2012.
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