Customer Advocate, Trust and Safety

Gen

. Investigate claims of identity theft, unauthorized transactions, account takeovers, and other fraud-related concerns .

Posted 10/7/2026full-timeTempe • Arizona • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in fraud detection methodologies, risk management strategies, and regulatory compliance, with a strong focus on continuous improvement and effective case management. Proven ability to communicate clearly, mentor peers, and collaborate across teams to enhance fraud prevention efforts.

Highest-signal resume keywords

Fraud Detection MethodologiesRisk Management StrategiesData Analysis ToolsRegulatory ComplianceConflict Resolution

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

InvestigationsFraud DetectionRisk AssessmentIdentity VerificationData AnalysisProcess ImprovementDocumentationCase ManagementDe-escalation TechniquesAnalytical Skills

Soft Skills

Verbal CommunicationWritten CommunicationProblem-SolvingRelationship BuildingTeam Collaboration

Tools & Technologies

SalesforceKustomerZendeskLookerPeriscopeQualtrics

Industry Keywords

Financial ServicesE-commerceRegulatory GuidelinesFINRAFTCBSAKYCAML

About the role

Key responsibilities & impact

Investigate claims of identity theft, unauthorized transactions, account takeovers, and other fraud-related concerns
Detect, analyze, and mitigate suspicious activity using advanced tools and resources
Escalate systemic risks as needed
Document investigative findings accurately and comprehensively for legal discovery
Collaborate with Compliance, Legal, Fraud & Product Operations, and Customer Advocacy teams
Address emerging trends, improve fraud prevention strategies, and resolve escalated issues
Manage high volumes of cases while maintaining accuracy, productivity, and timeliness
Engage customers and peers professionally and de-escalate situations
Identify process gaps and improve standard operating procedures, team documentation, and training materials
Monitor workflows and implement continuous improvement solutions
Serve as a subject matter expert in fraud and risk management
Mentor peers and provide thought leadership
Participate actively in team meetings and foster a positive, supportive, and collaborative culture

Requirements

What you’ll need

Relevant education or equivalent experience in investigations, fraud detection, risk management, financial services, e-commerce, or another highly regulated industry
Minimum 2+ years in investigations, fraud detection, or risk management within financial services, e-commerce, or another highly regulated industry
In-depth understanding of fraud detection methodologies, risk assessment strategies, identity verification protocols, and regulatory guidelines, including FINRA, FTC, BSA, KYC, and AML requirements
Experience with CRMs such as Salesforce, Kustomer, or Zendesk
Experience with data analysis tools such as Looker, Periscope, or Qualtrics
Exceptional verbal and written communication skills
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
Knowledge of regulatory frameworks and fraud detection tools
Strong accountability, proactive problem-solving, and commitment to continuous improvement
Ability to handle large case volumes effectively
Ability to build strong relationships across teams and demonstrate maturity in stakeholder interactions
Corporate maturity and discretion in internal and external communications

Benefits

Comp & perks

Flexible working options
Time off
Competitive pay
Benefits and well-being programs
Flexible tools and support to do your best work and grow your career