Senior Trust & Safety Customer Advocate – Fraud Investigation & Regulatory Compliance Specialist at brighthush

About brighthush

brighthush is a global powerhouse dedicated to empowering millions of digital citizens with cutting‑edge cybersecurity, online privacy, identity protection, and financial wellness solutions. With a heritage rooted in financial empowerment and cyber safety, we serve nearly 500 million users across more than 150 countries. Our mission is simple yet profound: protect consumers and help them grow, manage, and secure their digital and financial lives.

At brighthush, we believe that technology and human ingenuity can coexist to create a safer digital ecosystem. We treat AI as a teammate, leveraging it to move faster, uncover hidden patterns, and deliver meaningful results. Our culture is built on curiosity, resilience, and a relentless focus on the customer. We thrive on healthy debate, experimentation, and continuous learning, and we actively seek people with diverse experiences, identities, and ideas.

When you join brighthush, you’ll enjoy flexible working options, generous time‑off policies, competitive pay, comprehensive benefits, and well‑being programs designed to support your personal and professional growth.

Why This Role Matters

As a Trust & Safety Customer Advocate, you will be the frontline guardian of our users’ trust. You’ll investigate claims of identity theft, unauthorized charges, account takeovers, and other fraud‑related concerns. Your work will directly influence the integrity of our platform, the satisfaction of our customers, and the reputation of brighthush in a highly regulated industry.

We’re looking for analytical, proactive, and detail‑oriented professionals who thrive in fast‑paced, high‑volume environments and who can make confident, data‑driven decisions. If you’re passionate about regulatory compliance, enjoy collaborating across teams, and want to make a tangible impact on millions of lives, this role is for you.

Key Responsibilities

• Investigate Fraud Claims: Conduct thorough investigations into identity theft, unauthorized transactions, and account takeovers, ensuring compliance with AML, KYC, FINRA, FTC, and industry best practices.
• Detect & Mitigate Suspicious Activity: Use advanced tools and resources to analyze patterns, identify red flags, and mitigate risks. Escalate systemic threats to senior leadership when necessary.
• Document Findings: Produce accurate, comprehensive investigative reports for legal discovery and internal audit. Ensure all communications meet professional standards.
• Cross‑Functional Collaboration: Partner with Compliance, Legal, Fraud & Product Operations, and Customer Advocacy teams to address emerging trends, improve fraud prevention strategies, and resolve escalated issues.
• Case Management: Handle high volumes of cases efficiently while maintaining accuracy, productivity, and timeliness. Prioritize tasks in a dynamic environment.
• Customer Engagement: Engage customers and peers professionally, using sound judgment to de‑escalate situations and articulate complex matters clearly.
• Process Improvement: Identify gaps in workflows, contribute to SOP enhancements, and develop training materials to elevate team performance.
• Thought Leadership: Serve as a subject‑matter expert in fraud and risk management, mentoring peers and providing strategic insights.
• Team Culture: Participate actively in team meetings, fostering a positive, supportive, and collaborative environment.

Essential Qualifications

• Education: Bachelor’s degree in Criminal Justice, Finance, Information Security, or a related field, or equivalent professional experience.
• Experience: Minimum 2+ years in investigations, fraud detection, or risk management within financial services, e‑commerce, or another highly regulated industry.
• Regulatory Knowledge: Deep understanding of AML, KYC, BSA, FINRA, FTC, and other relevant regulatory frameworks.
• Technical Proficiency: Hands‑on experience with CRMs such as Salesforce, Kustomer, or Zendesk, and data analysis tools like Looker, Periscope, or Qualtrics.
• Communication: Exceptional verbal and written communication skills, capable of conveying complex ideas concisely to diverse audiences.
• Judgment & Decision‑Making: Proven ability to evaluate risks, make sound decisions, and adapt to dynamic situations.
• Conflict Resolution: Skilled in de‑escalation techniques and delivering firm, clear “no” responses without exposing sensitive internal processes.
• Analytical Thinking: Strong problem‑solving skills, with the ability to make sound decisions under pressure while addressing customer concerns empathetically.

Preferred Qualifications

• Experience in a high‑volume, fast‑paced environment with a proven track record of meeting or exceeding performance metrics.
• Knowledge of advanced fraud detection technologies, such as machine learning‑based anomaly detection or behavioral analytics.
• Experience leading or mentoring a team of investigators or analysts.
• Familiarity with global regulatory environments and cross‑border compliance issues.
• Certifications in fraud prevention, risk management, or cybersecurity (e.g., Certified Fraud Examiner, CISSP).

Skills & Competencies

• Fraud Detection Methodologies: Mastery of investigative techniques, risk assessment strategies, and identity verification protocols.
• Data Analysis: Ability to interpret large datasets, identify trends, and translate findings into actionable insights.
• Customer‑Centric Mindset: Commitment to delivering a seamless, respectful experience for every user, even in challenging situations.
• Collaboration: Proven ability to build strong relationships across teams and influence stakeholders at all levels.
• Adaptability: Comfortable navigating shifting priorities, new technologies, and evolving regulatory landscapes.
• Commercial Acumen: Understanding of the financial and reputational implications of decisions and actions.
• Professional Maturity: Demonstrated discretion, confidentiality, and corporate maturity in all communications.

Personal Attributes

• Ownership & Accountability: Takes initiative, owns outcomes, and drives continuous improvement.
• Team Engagement: Actively participates in discussions and fosters an inclusive environment.
• Growth Mindset: Seeks feedback, embraces learning opportunities, and aspires to become a subject‑matter expert.
• Proactivity: Identifies risks, trends, and opportunities and brings them to leadership without prompting.
• Attention to Detail: Produces thorough, accurate investigative reports and documentation.
• Resilience: Thrives under pressure, handles large case volumes, and maintains composure.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as the industry we serve. You’ll have access to:

• Structured mentorship programs with senior Trust & Safety leaders.
• Cross‑functional training in compliance, legal, product, and data science.
• Opportunities to lead projects that shape the future of fraud prevention.
• Regular knowledge‑sharing sessions, hackathons, and innovation challenges.
• Access to industry conferences, certifications, and continuing education.

Work Environment & Company Culture

Our culture is built on the pillars of respect, curiosity, and collaboration. At brighthush, you’ll experience:

• Flexible working arrangements, including remote and hybrid options.
• A supportive, inclusive environment where diverse perspectives are celebrated.
• Regular team‑building activities, wellness programs, and community outreach initiatives.
• A transparent leadership style that encourages open dialogue and constructive feedback.
• Recognition programs that celebrate both individual and team achievements.

Compensation, Perks & Benefits

While specific figures vary by location and role, brighthush offers a competitive total rewards package that includes:

• Competitive base salary and performance‑based bonuses.
• Health, dental, and vision insurance plans.
• 401(k) matching and retirement savings options.
• Generous paid time off, including vacation, sick leave, and personal days.
• Well‑being stipend for mental health resources, fitness memberships, and wellness apps.
• Professional development budget for courses, certifications, and conferences.
• Employee stock purchase plan and equity options.
• Flexible work hours and remote work options.

How to Apply

If you’re ready to protect millions of users, drive regulatory compliance, and shape the future of trust and safety, we’d love to hear from you. Submit your application through the link below and join a team that values innovation, integrity, and impact.

Apply to this job

Next Steps in the Recruitment Process

• Talent Acquisition phone screen
• Hiring Manager interview
• Team or cross‑functional interview
• Final decision and offer

We look forward to welcoming you to brighthush, where your expertise will help safeguard the digital lives of millions worldwide.