Specialist, Fraud Operations

Upgrade helps customers move in the right direction with affordable and responsible financial products. Since 2017, we’ve helped over 7.5 million customers access over $42 billion in consumer credit. With a relentless focus on improving our customers' financial well-being, we build products that put more money in their pocket and support their journey toward a better financial future. We’re backed by some of the most prominent technology investors and were most recently valued at $7.3B.

We’re consistently recognized for our collaborative and inclusive culture. Most recently, we were named one of the World’s Top Fintech Companies by CNBC, Best Places to Work by Built In, Best Places to Work by the San Francisco Business Times, America’s Greatest Workplaces by Newsweek, Best Startup Employer by Forbes, and Healthiest Employers by Phoenix Business Journal. 

We’re looking for new team members who get excited about designing and delivering new and better products. Come join us and help build a better financial future for millions of people.

 

About the role:

The Fraud Operations Specialist helps the Phoenix Service Center handle accounts needing additional or special review such as suspicious activity, possible fraud, and additional customer outreach. Our specialists work hard in partnership with Upgrade’s Financial Crimes and Fraud Analytics teams to prevent heinous activities from occurring while mitigating fraud. The Fraud Operations Specialists are also integral to Upgrade Inc's reputation, integrity, and the security of our customers. The ideal candidate will have a passion for fraud, strong attention to detail, have the ability to adapt to change while maintaining high quality, and staying compliant. 

What you will do:

• As the liaison between the customer and the investigations team, you will be responsible for  efficiently answering incoming phone calls, emails and completing the intake for all fraud claims.
• Manually review accounts with suspicious activity and detect if there is potential fraud patterns and work towards a solution that creates a positive customer experience.
• Perform outbound calls to verify customer identity, suspicious activity, and request necessary documentation during customer interaction. 
• Accurately notate and document customer accounts utilizing different systems and tools within Upgrade’s platforms.
• Conduct research using internal and external sources to help determine if an escalation is warranted.
• Retain records of all information relied upon to complete a disposition of an alert.
• Escalate potentially suspicious activity and high risk customers for further review.
• Collaborate with internal teams  to run real time verifications and perform high risk tasks.
• Consistently deliver a positive, professional, and service-focused attitude.
• Excellent time management skills, with the ability to prioritize and multi-task, and work under shifting deadlines in a fast-paced environment.

Nice to Have:

• 1-2 years of fraud experience.
• 2-3 years of call center or banking experience.
• Experience working at a FinTech or start-up is a plus.
• Working knowledge in AML, fraud, or sanctions alert closure and/or investigations is a plus.
• Experience in working a production-based environment.
• Knowledge of financial products including but not limited to: credit cards, personal loans, auto loans, other lending products, and deposit accounts.
• Sense of ownership and responsibility towards problem solving.
• Strong attention to detail and ability to spot errors or inconsistencies.

 What We Offer You: 

• Great open office space
• Paid time off (PTO)
• 401K matching
• Comprehensive benefits package: Medical, dental, vision, life insurance & disability
• Conveniently located in the heart of Downtown Phoenix close to light rail and public transportation
• Paid parking or platinum pass
• New Hire Training Program
• Wellness Incentive Program
• Kitchen fully stocked with snacks and beverages

Position Details:

• Shift