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Customer Advocate, Trust & Safety – Safeguarding Customer Trust and Driving Operational Excellence at arenaflex
At arenaflex, we're revolutionizing the financial technology landscape with our cutting-edge products and services. As a leader in personalized finance, we're committed to empowering individuals to make informed decisions about their financial lives. Our mission is to give everyone the power to make their best financial decisions, and we're looking for a highly skilled and dedicated Customer Advocate, Trust & Safety to join our team. About arenaflex arenaflex is a pioneering fintech company that's redefining the way people interact with financial services. Our innovative products and services are designed to provide confidence through guidance, choice, and personalization, while shortening the distance to an informed action. With a top consumer finance super app, a premier embedded finance platform for enterprise businesses, and a world-class media arm, we're poised to make a significant impact in the financial technology industry. The Role As a Customer Advocate, Trust & Safety, you'll play a critical role in safeguarding our customers and the integrity of our organization. You'll be responsible for investigating claims of identity theft, unauthorized charges, account takeovers, and other fraud-related concerns. This position requires a highly analytical, proactive, and detail-oriented individual who thrives in a dynamic environment and demonstrates a strong commitment to regulatory compliance and customer satisfaction. Key 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. About You We're looking for a highly skilled and dedicated individual with a strong background in investigations, fraud detection, or risk management within financial services or e-commerce or a highly regulated industry. The ideal candidate will have: * Minimum 2+ years of experience in investigations, fraud detection, or risk management. * Expertise in fraud detection methodologies, risk assessment strategies, identity verification protocols, and regulatory guidelines, including FINRA, FTC standards, and other fraud-related compliance measures. * Technical proficiency in 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. * Self-aware, understanding strengths and weaknesses, taking ownership of personal development, and seeking feedback to grow. * Proactive, bringing risks, trends, and opportunities to leadership's attention without waiting to be asked. * Detail-oriented, producing thorough investigative reports and documentation, ensuring clarity and accuracy. * Adaptable, thriving in a dynamic environment with varying priorities, handling large case volumes effectively. * Collaborative, building strong relationships across teams, demonstrating maturity in stakeholder interactions. * Commercially minded, understanding the financial and reputational implications of decisions. * Industry familiarity, knowledge of regulatory frameworks and fraud detection tools is essential. * Professional maturity, demonstrating corporate maturity and discretion in all communications, internally and externally. * Growth potential, a strong desire to develop into an SME and thought leader within the organization is highly valued. What We Offer * Competitive salary packages * Comprehensive medical, dental, vision, and life insurance benefits * Wellness perks * Paid parental leave * Generous Paid Time Off * Learning and Development resources * Flexible working hours What We Value We value growth-minded and collaborative people with high learning agility who embody our core values of teamwork, customer-first, and innovation. Every member of the arenaflex Team is passionate about fintech and ready to give 100% in helping us achieve our mission. How to Apply If you're a highly skilled and dedicated individual with a passion for fintech and a commitment to customer satisfaction, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications for the role. We can't wait to hear from you! Apply for this job
