Customer Advocate, Executive & Regulatory Relations

Position Overview

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.

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. 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.

Key Responsibilities 

• 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.

Required Skills and Experience 

• 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.