Upgrade is a fintech company that provides affordable and responsible credit, mobile banking, and payment products to everyday consumers. We were the fastest growing company in the Americas last year according to the Financial Times and Upgrade Card was the fastest growing credit card in America two years in a row. We have delivered over $31 billion in affordable and responsible credit to our 5M customers. The company is backed by some of the most prominent technology investors and was recently valued at $6.3B.
We have built an energizing, collaborative and inclusive culture where team members help each other, learn and innovate to move the company and its customers in the right direction, and own the outcome of their efforts.
Upgrade has been named a “Best Place to Work in the Bay Area” three years in a row, “Top Companies to work for in Arizona” and one of the "Best Engineering Department" awarded annually by Comparably. We've also received recognition for being a best company for Diversity, Women, Culture, and Veterans.
We are looking for new team members who get excited about designing and delivering new and better products to join a team of 1600 talented and dedicated professionals. Come work with us if you like to tackle big problems and make a meaningful difference in people's lives.
About the Role:
As a Fraud Investigations Analyst with our Flexpay product, you will be responsible for handling inbound claims of fraud, documenting cases, and investigating potentially fraudulent activity. A successful analyst will be able to work with internal teams and external customers to resolve cases of fraud and minimize potential losses. This position will be on-site full time in the Phoenix, Arizona office.
What You'll Do:
Conduct thorough investigations on customer’s claims of fraud by utilizing internal data and open-source research tools to substantiate or unsubstantiate those claims
Maintain ownership of assigned claims and conduct consumer interviews to establish event timelines, gain additional information, and provide guidance to the consumer on protecting their information
Review an inbound queue of emails responding to customer inquiries accordingly, ensuring identity verifications are compliant and SLAs are met
Respond to credit disputes related to fraud ensuring deadlines are met and triages are performed diligently
Communicate effectively with our fraud operations team related to customer claims of fraud making sure new and existing claims are being followed up on in a timely manner
Assist the Fraud Investigations Manager with additional tasks and/or service level agreements to support the Fraud Investigations and Operations Department and its business partners
What We Look For:
2-3 years of BSA/AML, Investigations, or Fraud related experience
Bachelor's degree required
Experience working in a production-based environment, managing an assigned work queue, and large datasets
Strong interpersonal, analytical, and problem-solving skills
Outstanding verbal and written communication skills, attention to detail, and the ability to work independently
Nice to Have:
Advanced Excel knowledge
CAMS, CFE, and/or CGSS preferred
Prior experience in FinTech or start-up environment
Proficiency in SQL
What We Offer You:
Competitive salary and stock option plan
100% paid coverage of medical, dental and vision insurance
Flexible PTO
Opportunities for professional growth and development
Paid parental leave
Health & wellness initiatives
For California residents: Upgrade's California Notice at Collection and Privacy Policy describes our practices regarding the collection, use, and disclosure of the personal information of job applicants.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Seniority level
Entry level
Employment type
Full-time
Job function
Finance and Sales
Industries
Financial Services
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