Fraud Prevention Specialist

2 weeks ago

Phoenix, Arizona, United States Upgrade, Inc. Full time
Company Overview:

Upgrade, Inc. is a leading fintech organization dedicated to offering accessible and responsible credit, mobile banking, and payment solutions to everyday consumers. We have experienced remarkable growth, being recognized as the fastest growing company in the Americas last year by the Financial Times. Our flagship product, Upgrade Card, has also been celebrated as the fastest growing credit card in America for two consecutive years.

With over $31 billion in responsible credit extended to 5 million customers, our company is supported by prominent technology investors and recently achieved a valuation of $6.3 billion. We pride ourselves on fostering an energizing, collaborative, and inclusive culture where team members support one another, learn, innovate, and take ownership of their contributions.

Recognized as a "Best Place to Work in the Bay Area" for three consecutive years, and awarded for our commitment to diversity, women, culture, and veterans, we are eager to welcome new professionals who are passionate about designing and delivering innovative products.


Role Overview:

The Fraud Operations Specialist plays a crucial role in our Phoenix Service Center, managing accounts that require additional scrutiny due to suspicious activities, potential fraud, or the need for enhanced customer outreach.

In collaboration with Upgrade's Financial Crimes and Fraud Analytics teams, our specialists work diligently to prevent fraudulent activities while minimizing risk. They are essential to maintaining Upgrade Inc's reputation, integrity, and the security of our clientele.

The ideal candidate will possess a strong passion for fraud prevention, exceptional attention to detail, and the ability to adapt to evolving situations while ensuring compliance and quality standards.


Key Responsibilities:
  • Handle incoming inquiries related to suspicious activities and review relevant documentation.
  • Investigate accounts flagged for suspicious activity and strive for solutions that enhance customer satisfaction.
  • Conduct thorough research using both internal and external resources to assess the need for escalation.
  • Accurately document customer interactions across various systems and tools within Upgrade's platforms.
  • Maintain comprehensive records of all information utilized to reach conclusions on alerts.
  • Escalate potentially suspicious activities and high-risk accounts for further examination.
  • Collaborate with customer support teams to perform real-time verifications.

Qualifications:
  • 0-1 years of experience in fraud prevention.
  • 1-2 years of experience in a call center or banking environment.
  • Experience in a fintech or startup setting is advantageous.
  • Familiarity with AML, fraud, or sanctions alert closure and investigations is a plus.
  • Experience in a production-oriented environment.
  • Knowledge of financial products, including credit cards, personal loans, auto loans, and deposit accounts.
  • A strong sense of ownership and responsibility in problem-solving.
  • Exceptional attention to detail with the ability to identify errors or inconsistencies.

What We Offer:

We provide a vibrant open office environment, generous paid time off (PTO), and a 401k matching program. Our comprehensive benefits package includes medical, dental, vision, life insurance, and disability coverage. Our location is conveniently situated in Downtown Phoenix, with easy access to public transportation. Additional perks include paid parking, a New Hire Training Program, a Wellness Incentive Program, and a kitchen stocked with snacks and beverages.

Upgrade, Inc. is an equal opportunity employer and values diversity within our workforce. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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