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

Sr Operational Risk & Compliance Specialist 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.Key responsibilities include: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.About you: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, accurate, empathetic—and on time.How we measure success:Compliance: Consistently meeting all regulatory timelines and accuracy standards, maintaining compliance with Reg E requirements and internal controls, and achieving zero material audit findings.Performance Excellence: Consistently meeting or exceeding customer SLAs, response time goals, and QA score targets, with measurable improvements in accuracy, workflow efficiency, and the overall customer and agent experience.Efficiency: Manual touches per case; average handling time; STP rate.Impact: Improved customer experience reflected through lower appeal and complaint rates within disputes, faster resolution times, and higher customer satisfaction scores. Strengthened transparency, communication quality, and overall customer confidence in the dispute process.What's next:TA Call- 15-minute chat with the Talent Acquisition TeamHiring Manager InterviewFinal Interview (Virtual or F2F)Gen is an equal opportunity employer, and we're committed to fair, inclusive practices at every stage of the candidate and employee journey. Employment decisions are based on merit, experience and business needs.