Member Advocate

Carefull is a rapidly growing fintech company focused on protecting older adults’ money and on helping loved ones navigate the challenges of those day‑to‑day finances. American seniors fall victim to over $35B in frauds and scams annually, and 45 million Americans are “financial caregivers” who together spend $190B each year taking care of aging loved ones. We’re building a service to support older adults and their financial caregivers. We’re an experienced team of entrepreneurs and financial services experts backed by top-tier venture funds, including Fin Capital and Bessemer Venture Partners. Our customers are financial institutions: banks and credit unions of all sizes, and wealth management practices. We are looking to bring on a Member Advocate agent for our consumer‑facing customer support. What You’ll Do Handle inbound issue resolution requests via email, phone, and live chat Be the dedicated owner of a customer’s fraud, scam or financial mistake recovery journey – from the moment a high‑severity alert is triggered, you take the lead, managing the end‑to‑end relationship and ensuring no detail falls through the cracks until the case is fully resolved Coordinate with and manage families, agencies (APS), law enforcement, and financial institutions as needed. Help customers identify and shift habits that make them vulnerable to scams (e.g., “too‑good‑to‑be‑true” bias) through non‑judgmental education on digital safety Serve as a neutral, supportive party for families, helping bridge communication gaps between adult children and aging parents regarding sensitive financial transitions and advising them on options along a resolution journey Maintain a rigorous and proactive “check‑in” schedule for our most vulnerable customers, ensuring they feel supported even when there isn’t an active crisis Schedule: Full‑time M‑F, 9 AM – 6 PM (PST region preferred). Who You Are Must reside in: CA, CO, FL, GA, NC, NJ, NV, NY, PA, SC You have EITHER: 3+ years of fraud resolution experience at a financial institution, OR 3+ years of experience in customer‑facing roles with a background in Social Work (LCSW or MSW) You understand that financial decisions are often 90% emotion and 10% math. You have demonstrated patience and empathy in support of older adults and their caregivers, either professionally or personally A master of active listening. You can sit with a customer through their shame or fear without judgment, guiding them toward a place of empowerment. You can take a complex concept like “Identity Theft” or “ACH Transfers” and explain it so an 85‑year‑old feels confident and capable. You understand the critical distinction between Coaching (education/behavioral support) and Financial Advising, staying firmly on the coaching side. You can determine, document and implement best practices for when Carefull should help initiate procedures and processes (SAR, APS involvement, info back to FI) and have done so before. About Working at Carefull Remote‑First Culture: We operate across the Western hemisphere. Exceptional written and verbal communication—and a high degree of digital fluency—is critical. Radical Respect: We are a diverse team that values proactive outreach and deep respect for varied backgrounds. Agility: We are a fast‑moving startup. You should be comfortable pivoting as we learn more about how to best protect our users. #J-18808-Ljbffr Carefull