Experienced Customer Advocate, Trust & Safety – Financial Technology Leader

At arenaflex, we're revolutionizing the way people manage their finances, and we're looking for a highly skilled and dedicated Customer Advocate, Trust & Safety to join our team. As a leader in financial technology, we're committed to providing personalized products and content that empower our customers to make informed financial decisions. Our mission is to give everyone the power to make their best financial decisions, and we're seeking a talented individual who shares our passion for innovation and customer satisfaction.

About arenaflex

arenaflex is a pioneer in financial technology, powering the next generation of personalized products and content. Our top consumer finance super app, premier embedded finance platform for enterprise businesses, and world-class media arm make us a leader in the industry. We pride ourselves on serving the many, not the few, providing confidence through guidance, choice, personalization, and shortening the distance to an informed action.

Our Products and Services

Our go-to money app for consumers delivers curated content on finance and related topics through a tailored feed that engages people to learn and share. Our innovative financial products and marketplace seamlessly bring together the best offers and content from arenaflex and our 1,100+ Enterprise Partner network, providing a comprehensive experience for our customers. arenaflex's enterprise technology provides the definitive search engine and marketplace for financial products, enabling any company to add embedded finance to their business with advanced AI-backed data and tools through our platform and API.

About the Role

The Customer Advocate, Trust & Safety plays a critical role in safeguarding arenaflex's customers and the integrity of our organization by 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 the following qualifications and experience:

• Minimum 2+ years in investigations, fraud detection, or risk management within financial services or e-commerce or a highly regulated industry.
• Expertise: 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.
• Technical Proficiency: Experience with CRMs (Salesforce, Kustomer, Zendesk) and data analysis tools (Looker, Periscope, 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 situations.
• Conflict Resolution: Proficiency in de-escalation techniques and delivering firm, clear “no” responses without exposing sensitive internal processes or information.
• Problem-Solving: 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.
• Ownership: Strong sense of accountability, proactive problem-solving, and a commitment to continuous improvement.
• Team Engagement: Active participation in team discussions, fostering a collaborative and inclusive environment.
• Cultural Fit: Positive, enthusiastic contributor to team culture, with a willingness to wear multiple hats and assist where needed.
• Self-Aware: Understands strengths and weaknesses, takes ownership of personal development, and seeks feedback to grow.
• Proactive: Brings risks, trends, and opportunities to leadership's attention without waiting to be asked.
• Detail-Oriented: Produces thorough investigative reports and documentation, ensuring clarity and accuracy.
• Adaptable: Thrives in a dynamic environment with varying priorities, handling large case volumes effectively.
• Collaborative: Builds strong relationships across teams, demonstrating maturity in stakeholder interactions.
• Commercially Minded: Understands the financial and reputational implications of decisions.
• Industry Familiarity: Knowledge of regulatory frameworks and fraud detection tools is essential.
• Professional Maturity: Candidates must demonstrate 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

* Annual base salary between $22 to $24 per hour.

• Comprehensive benefits package, including 401(k) match, multiple health insurance options, disability coverage, life insurance, and paid time off for salaried positions.
• Opportunities for growth and development within the organization.
• Collaborative and inclusive work environment.
• Flexible working hours and remote work options.
• Generous Paid Time Off and wellness perks.
• Learning and Development resources.

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.

Equal Employment Opportunities

arenaflex is committed to equal employment opportunities for all employees. Inside our company, every decision we make regarding our employees is based on merit, competence, and performance, completely free of discrimination. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. Within that team, no one will feel more “other” than anyone else. We realize the full promise of diversity and want you to bring your whole self to work every single day. If you're a motivated and dedicated individual who is passionate about customer satisfaction and regulatory compliance, we encourage you to apply for this exciting opportunity to join our team at arenaflex. Apply for this job