Customer Advocate, MoneyLion
Social Media
The all-in-one mobile banking experience
Job no longer available
The all-in-one mobile banking experience
501-1000 employees
Job no longer available
501-1000 employees
Company mission
MoneyLion's mission is to empower millions in achieving their life goals by taking control of their finances. Their approach is giving people access to a comprehensive range of personalised service and products, changing the way people engage with their money.
Role
Who you are
- Minimum of 4-5 years of experience in a customer-facing role
- Minimum of 2-3 years of customer escalations experience, preferred but not required
- Prior experience managing Q&A, moderation, and communities on Facebook, Instagram, LinkedIn, YouTube, Twitter, 3rd party review sites, etc. and understanding best practices for each platform
- Strong customer-first mindset, with an interest in understanding the customer, and engaging in a supportive, authentic, on-brand voice, to resolve customer issues quickly and satisfactorily
- Must have maturity and self-awareness to work with the content / topics at hand
- Excellent work ethic, high productivity, and acute attention to detail needed
- Follow-up skills and a strong sense of accountability and ownership are a must
What the job involves
- Customer Advocates are the face of the MoneyLion brand
- Advocates maintain a level of professionalism and empathy that exceeds that of our customer’s expectations
- We are looking for an advocate for superior customer experience interactions via our various social media and review channels — a brand ambassador, driving high-value customer experience interactions via social media
- Ultimately, you will help establish our reputation as a company that offers excellent customer support via all mediums, including social media and various digital channels
- You will own and elevate the customer experience by resolving customer concerns and reporting to the correct teams to eliminate the issue for future customers
- Responsibilities include resolving customer queries and complaints, recommending solutions, and guiding customers through product features and functionalities
- Provide excellent customer service that is focused on the person as well as the solution
- Resolve customer questions, concerns, and product issues raised via public channels by engaging the customer, providing the right resolution, and addressing social media escalations with critical thinking
- Respond to customer concerns in a timely and accurate way; first via the relevant social channel, and be prepared to follow up via phone, email, or chat — according to the customer’s preference
- Monitor, proactively post, research and reach out to community members within official MoneyLion channels to ensure a positive experience with the company
- Identify customer needs and help customers use specific features, understand our products, and maximize their success with our products and services
- Inform customers about new features and functionalities
- Follow up with customers to ensure their issues are resolved
- Own public-facing customer escalations, from acknowledgement through to research, resolution, and internal product feedback where required
- Analyze and respond to public-facing interactions (Social Media, App Reviews, Website Feedback, etc) activities — make recommendations to enhance the customer experience to product, engineering, and operations partners
- Manage and moderate interactions on specific digital platforms as assigned and report findings to the senior leadership team regarding significant issues, themes and/or feedback collected through the channels
- Represent MoneyLion’s brand and mission to online communities, and the public at large
- Analyze and report service issues and product malfunctions, as well as flagging identified trends and patterns of complaints
- Update our internal databases with information about technical issues, complaints, and useful discussions with customers that may help improve our products, services, and customer support
- Own and elevate the customer’s experience by challenging the status quo and advocating for improved processes
Otta's take
Theo Margolius
COO of Otta
Managing our financial lives can be a challenge. From banking to investing, there are a plethora of institutions, products and services to choose from in the market.
Whilst legacy banks have traditionally been focused on a specific service within the financial industry, MoneyLion have built a full-service digital platform to deliver mobile banking, lending, and investment solutions. From their app, users can get a complete overview of their financial lives.
It is a neobank on the rise. Since its launch in 2013, MoneyLion has signed up nearly 8 million users, doubled its revenue between 2020-2021 and acquired a stake in digital asset settlement provider Zero Hash, adding crypto-based investing to their platform.
However, this is a highly competitive industry and one that in the first quarter of 2023, was highly volatile. MoneyLion also has big competition against the likes of Chime, Revolut, and RobinHood. Whilst competitive and operating within an evolving space, MoneyLion is continuing on a strong path through its marketplace strategy, matching members with partner brands and saw an increase in revenue through 2023.
Insights
Few candidates hear
back within 2 weeks
-1% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Mar 2020
$25m
SERIES C
Jul 2019
$100m
SERIES C
Total funding: $254m
Company benefits
- Employee Resource Groups
- Work from home opportunities
- 💻 Home Office Equipment
- 🍴 Office Snacks & Coffee
- 💛 Medical Benefits
- ⏰ Flexible Working Hours
- ✨ Employee Discounts
- Unlimited Time Off
- 👶 Parental Leave
- 💰 Company Match 401 (K)
- 🤝 Employee Referral Bonuses
- 💼 Equity Grants
Company values
- Customers first | We always put our customers first in everything we do
- Win together | We embrace our global team and diversity of perspectives across technology, design, finance and business
- Innovation | Fast, focused, and tireless innovation is our edge
Company HQ
Civic Center, New York, NY
Founders
Dee Choubey
(CEO)Dee worked at Citigroup, Goldman Sachs, Citadel, and Barclays for a combined 10 years. He left his role in Investment Banking at Barclays having founded MoneyLion in September 2012.
People progressing
Having founded Lone Wolf Risk Management Consulting in November 2018, Jerry joined MoneyLion as Credit Risk Advisor in February 2019. He was promoted to Head of Credit Risk in May 2019.
Having worked for Comerica Bank for 4 years and Goldman Sachs for 2, Erika joined MoneyLion as Senior Manager of Strategic Finance in September 2018. She was promoted to Head of Strategic Finance in February 2021.
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