Fraud Support Specialist

About The Team

Sparrow is a consumer lending startup born with a mission to empower the underserved and overlooked. We have designed a revolutionary credit card, meticulously crafted to help guide our customers on a journey to financial freedom.

The Customer Support team is the heart of Sparrow and takes pride in our personal commitment to delivering a memorable and meaningful service to our customers. We understand that every interaction is an opportunity to make a difference-to turn frustration into trust, and questions into clarity. We're not here just because of our customers- we're here for them. As a Fraud Support Specialist, you'll collaborate closely with the Fraud team, providing guidance and assistance to customers facing fraud-related questions or issues. Your role will be essential in ensuring trust, security, and peace of mind for every Sparrow customer.

About The Role

As a Fraud Support Specialist, you'll be the first line of support for customers affected by potential fraud. You'll respond to customer support emails, manage back-office cases, and reach out to customers directly to guide them through resolving complex fraud-related issues or complaints. In this role, you'll act as a bridge between customers and Fraud Investigators, ensuring clear communication and a seamless resolution process. Your efforts will help uphold Sparrow's promise to protect its customers while maintaining their confidence and peace of mind.

This person will report to the Senior Director of Customer Support.

In This Role, You Will

• Address customer complaints and questions related to fraudulent activity via phone, email, and chat, ensuring every interaction is handled with empathy, professionalism, and accuracy.
• Review and manage escalated customer concerns regarding fraud-related matters, working to deliver clear explanations, provide timely updates, and ensure a satisfactory resolution for each case.
• Bridge communication between the Fraud and Customer Support teams, keeping customers informed.
• Clearly communicate the outcome of escalated cases, including a simplified root cause analysis when appropriate, to help customers understand the situation and feel supported.
• Identify and implement process and efficiency improvements that will make the Customer Support function more efficient and successful.
• Maintain accurate records of customer interactions, resolutions, and escalations for transparency and efficiency.
• Advocate for the customer by sharing insights and suggestions with leadership.
• As a member of a dynamic, fast-growing start-up, you'll have the opportunity to contribute on a wide variety of other duties as needed.

Qualifications:

• Associate or bachelor's degree, or equivalent practical experience.
• Minimum of 2 years of experience in customer service, preferably in credit card services or fraud support.
• Fintech, lending or banking experience is highly desired.
• Excellent communication, interpersonal, and collaboration skills.
• Strong organizational and problem-solving skills.
• Proficiency with Microsoft Office and Google Workspace programs required.

We are an equal opportunity employer and do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, veteran status, disability or any other legally protected status.

Compensation, Benefits and Perks

• Medical, dental and vision coverage, with a 100% company-paid employee-only option
• Generous paid time off and 14 company holidays per year
• $50 per month Wellness Stipend - to use in any way that helps you thrive
• Paid parental leave
• 401(k) Plan with 4% matching
• Stock options

More About Sparrow

At Sparrow, we believe that we can grant credit to the underserved and overlooked better than any company that exists today. We believe that we can have a significant impact on society by reducing the financial burden of having less than perfect credit. And we believe in fostering a workplace culture that embodies purpose, community, freedom, and transparency. At Sparrow, we know we are only as great as the people we hire, and without them we will never achieve our collective aspirations. Come join us