Why This Role Matters At MoneyLion, we’re re-imagining banking to deliver fast, fair, and secure digital experiences. As Sr Operational Risk & Compliance Specialist, you will guard our members’ financial trust, reinforce regulatory integrity, and fuel continuous improvement by turning complex investigations into true insights. Your work protects the customer, strengthens our controls, and drives meaningful automation. Outcomes You’ll Own Timely & accurate Reg E resolution: Oversee end-to-end EFTA dispute and chargeback processes, ensuring timely resolution, regulatory compliance, and audit-ready documentation with a strong emphasis on accuracy and risk mitigation. Complaint intelligence program: Deliver monthly reports to Compliance & CX leadership with clear action-owners. Monitor trends, surface top drivers, severity levels and risk trends. Quality & coaching: Partner with the QA team to identify trends from audits, spot checks, escalations, and complaints, using these insights to guide improvements in accuracy, consistency, and customer experience. Support a QA and coaching framework that reinforces continuous learning, provides actionable feedback, and strengthens agent performance across intake, investigation, and resolution. Process Optimization & Experience Enhancement: Provide feedback and recommendations to improve automation, streamline workflows, and reduce manual effort in dispute handling. Support initiatives that enhance straight-through processing, loss recovery, and representment outcomes, while ensuring agents have the tools and guidance needed to deliver a strong intake, investigation, and customer experience. What You’ll Do High level oversight of investigations and adjudications of Reg E disputes across ACH, P2P, and debit card (fraud & non-fraud) transactions: gathering evidence, determining liability, issuing decisions/credits, and communicating clearly with members. Manage statutory timelines: Spot check and audit trigger notices, escalated appeals, ensure documentation paths are clear and traceable. Own complaint reporting: produce monthly packs covering volume, severity, root-cause, CX/UDAAP risk, member impact, and time-to-close—complete with actionable recommendations for Product, Fraud, partners, and Compliance. Automate & instrument: Automation & Instrumentation Support automation and tooling initiatives by contributing to business requirement documentation (BRDs) for workflow and rule enhancements (e.g., auto-triage by transaction type or claim pattern). Collaborate with analytics partners to help design and refine dashboards (Looker/Mode/Tableau/Snowflake) and validate performance trends through SQL-based insights. Partner with Engineering and Ops Engineering teams to recommend and prioritize high-impact automations, ensuring strong control frameworks and alignment with agent and customer experience goals. Strengthen controls: document procedures, define evidence standards, build QA sampling and audit-trail practices aligned with MoneyLion’s Compliance Management System (CMS); actively support internal audits and regulator inquiries. Collaborate cross-functionally: engage Customer Care, rust & Safety/Fraud, Legal/Compliance, Product to close loops and prevent recurrence (for example, merchant-category spikes or device-signal anomalies). What You’ll Bring 2-4+ years managing disputes (with Reg E focus) within a bank, fintech, or issuer-processor; familiarity with ACH/Nacha return codes and issuer-network flows (Visa/MC) is a significant plus. Proficiency with case-management tools, chargeback networks and CRMs (e.g., Kustomer, Zendesk, ServiceNow) and creditor/issuer portals. An automation mindset: you’ve helped optimize workflows using rules, RPA, or ops tooling and can quantify improvements. Experience designing QA programs, evidence standards, or control-testing frameworks for disputes. Excellent written communication skills: you craft member notices that are clear, accurate, empathetic—and on time. Nice to Have Relevant certifications (CRCM, CFE, CAMS) or specific training around Nacha/issuer dispute flows. Exposure to other applicable consumer regulatory requirements (TILA, ECOA, FCRA, UDAAP) considerations in edge-case dispute handling. Data fluency: you can write basic SQL, build dashboards, and tell a story with data. How We’ll Measure Success Compliance: Consistently meeting all regulatory timelines and accuracy standards, maintaining compliance with Reg E requirements and internal controls, and achieving zero material audit findings. Performance Excellence: Consistently meeting or exceeding customer SLAs, response time goals, and QA score targets, with measurable improvements in accuracy, workflow efficiency, and the overall customer and agent experience. Efficiency: Manual touches per case; average handling time; STP rate. Impact: Improved customer experience reflected through lower appeal and complaint rates within disputes, faster resolution times, and higher customer satisfaction scores. Strengthened transparency, communication quality, and overall customer confidence in the dispute process. Gen is proud to be an equal-opportunity employer, committed to diversity and inclusivity. We base employment decisions on merit, experience, and business needs, without considering race, color, national origin, age, religion, sex, pregnancy, genetic information, disability, medical condition, marital status, sexual orientation, gender identity or expression, military or veteran status, or other unlawful factors. Gen prohibits discrimination based on these protected characteristics and recruits talented candidates from diverse backgrounds. We consider individuals with arrest and conviction records and do not discriminate against employees for discussing their own pay or that of other employees or applicants. Learn more about pay transparency. To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government. Gen is a global company dedicated to powering Digital Freedom through its trusted consumer brands including Norton, Avast, LifeLock, MoneyLion and more. Our combined heritage is rooted in financial empowerment and cyber safety for the first digital generations, and today we deliver award-winning cybersecurity, online privacy, identity protection and financial wellness solutions to nearly 500 million users in more than 150 countries. Together, we share a collective passion and vision to protect consumers and help them grow, manage and secure their digital and financial lives. We’re always looking for smart, fearless and high-impact talent who see AI as a teammate – leveraging it to move faster and deliver meaningful results. When you’re part of Gen, you’ll have the flexibility, tools and support to do your best work and grow your career – from flexible working options and time off to competitive pay, benefits and well-being programs. At Gen, we are scrappy and relentlessly customer driven. We create room for healthy debate, experimentation and continuous learning, and we seek out people with different experiences, identities and ideas to join our team. You’ll work with people who back each other, respect each other and understand that our differences are a competitive advantage. If this sounds like you, we’d love you to be part of Gen. Gen is an equal opportunity employer, and we’re committed to fair, inclusive practices at every stage of the candidate and employee journey. Employment decisions are based on merit, experience and business needs. Learn more at GenDigital.com. Click HERE to review our Global Applicant Privacy Policy. Click HERE to review Legal Notices and Information. Gen is committed to requests for reasonable accommodations to assist you in applying for positions at Gen including resume submissions. If you need to request an accommodation, please contact HR Service Exchange. *LifeLock identity theft protection is not available in all countries.
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