Senior Compliance & Dispute Analyst (Reg E / Banking Complaints)

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, trust & 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, acc ... (truncated, view full listing at source)