Customer Advocate, Social Media

About Us

MoneyLion is a mobile banking and financial membership platform that empowers people to take control of their finances.

Since its launch in 2013, MoneyLion has engaged with 7.5 million hard-working Americans and has earned its members' trust by building a full-service digital platform to deliver mobile banking, lending, and investment solutions. From a single app, members can get a 360-degree snapshot of their financial lives and have access to personalized tips and tools to build and improve their credit and achieve everyday savings.

MoneyLion team members are passionate about making a difference in people’s lives. We work fast, collaborate always, and above all else, we do it for our customers.

MoneyLion is headquartered in New York City, with offices in San Francisco, Salt Lake City, Sioux Falls, and Kuala Lumpur, Malaysia.

About the Role

A Customer Advocate (Social Media) supports the Customer Service Department (CSD) by investigating and responding to complex customer complaints on all social media platforms. The individual will assist our Customer Operations team by managing all inquiries from our customers via social media and 3rd party review sites

To be successful in this role, you should have excellent written and verbal communication skills and be able to earn customers trust in 240 characters or less. 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.

Key Responsibilities:

  • Resolve customer queries and complaints, recommending solutions, and guiding product users through features and functionalities.
  • Respond to customer concerns in a timely and accurate way
  • Prioritize relevant social channels and prepare to follow up via phone, email, or chat,
  • identify customer needs and help customers use specific features, understand our products, and maximize their success with our products and services
  • 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
  • Monitor customer complaints on social media and third party review sites, and reach out to provide assistance within the MoneyLion brand voice
  • Share feature requests and effective workarounds with various team members throughout the firm
  • Inform customers about new features and functionalities
  • Follow up with customers to ensure their issues are resolved
  • Gather customer feedback and share with our Product, Service, and Marketing teams
  • Assist in training junior Customer Advocates when needed

About You

  • This position requires a High School diploma. Bachelors degree is a plus.
  • Must have at least 4-5 years of customer-facing role
  • Prior experience managing Q&A and communities on Social Media (FB, IG, LinkedIn, YT, Twitter, 3rd Party Review sites etc.)
  • Prior experience working with social media tools (Buffer, Hootsuites, Salesforce, Percolate etc.)
  • Strong written and verbal communication skills
  • Excellent work ethic, high productivity, acute attention to detail, strong follow-up skills and a strong sense of accountability and ownership
  • Experience working for an innovative financial service company is strongly preferred but not required

MoneyLion 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.