About the job
Gen Digital serves nearly 500 million users across more than 150 countries, offering cybersecurity, online privacy, identity protection, and financial wellness solutions. Through brands such as Norton, Avast, LifeLock, and MoneyLion, the company aims to empower consumers and protect digital freedom. Gen Digital values diverse perspectives, ongoing learning, and collaboration, and supports employees with flexible work options, competitive pay, and comprehensive benefits. The culture encourages open debate, experimentation, and support for colleagues from all backgrounds.
The Senior Compliance & Dispute Analyst position is based in Tempe, AZ and centers on safeguarding customer trust at MoneyLion, a Gen brand. This role manages complex investigations, ensures compliance with regulations, and contributes to improvements in dispute resolution and complaint handling. The work directly influences customer protection, process controls, and automation initiatives.
Key Responsibilities
- Reg E Dispute and Chargeback Management: Oversee the entire Electronic Fund Transfer Act (EFTA) dispute and chargeback process. Ensure resolutions are timely and accurate, maintain audit-ready documentation, and focus on risk mitigation and regulatory compliance.
- Complaint Intelligence Reporting: Prepare and deliver monthly reports to Compliance and Customer Experience leadership. Analyze complaint trends, identify root causes, assess severity, and monitor risk patterns.
- Quality Assurance and Coaching: Collaborate with the QA team to review audits, spot checks, escalations, and complaints. Use insights to drive improvements in accuracy, consistency, and customer experience. Support a coaching framework that encourages learning and provides actionable feedback to agents involved in the dispute process.
