Full-Time

Fraud Recovery Specialist

Posted on 4/17/2024

Upgrade

1,001-5,000 employees

Provides personal loans and cashback credit cards

Data & Analytics

Financial Services

Junior

Phoenix, AZ, USA

Required Skills

Communications

Requirements

1+ years experience in the banking, financial services, or a related industry
Excellent verbal and written communication skills
Excellent grammar and punctuation
Ability to identify process improvements and make recommendations
Strong problem solving and analytical skills
Ability to thrive in a changing and fast-paced environment
Proficient with Excel, Word, and Outlook
Knowledge of Slack or other communication tools

Responsibilities

Review and triage accounts for suspicious activity and handle most aspects of the dispute lifecycle
Apply analytical problem-solving skills to accurately identify issues and determining the best course of action
Work closely with our partner bank to file disputes and recover fraud losses
Identify new and emerging fraud trends and escalate findings to Management
Understand the risks of AML and fraud typologies that are presented by Upgrade’s product offerings and services, including its loan and deposit products
Work cross functionally with multiple departments
Become an expert on our product and processes
Bring a flexible mindset – you will be required to adopt to changing policy and procedures on a constant basis while maintaining a high quality to your work
Provide exceptional external and internal customer service
Meet or exceed production, quality, and customer service goals
Punctual and consistent attendance is required. Must be available for overtime, holidays or weekend hours as needed
Perform other related duties as needed

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 $25 billion in affordable and responsible credit to our 2.7M 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:

We’re looking for a Fraud Recovery Specialist who is responsible for mitigating and recovering potential losses for Upgrade. As a Fraud Recovery Specialist, you will be working closely with customers, partner banks, merchants, and payment processors to file disputes and recover funds.

What You’ll Do:

Review and triage accounts for suspicious activity and handle most aspects of the dispute lifecycle
Apply analytical problem-solving skills to accurately identify issues and determining the best course of action
Work closely with our partner bank to file disputes and recover fraud losses
Identify new and emerging fraud trends and escalate findings to Management
Understand the risks of AML and fraud typologies that are presented by Upgrade’s product offerings and services, including its loan and deposit products
Work cross functionally with multiple departments
Become an expert on our product and processes
Bring a flexible mindset – you will be required to adopt to changing policy and procedures on a constant basis while maintaining a high quality to your work
Provide exceptional external and internal customer service
Meet or exceed production, quality, and customer service goals
Punctual and consistent attendance is required. Must be available for overtime, holidays or weekend hours as needed
Perform other related duties as needed

What We Look For:

1+ years experience in the banking, financial services, or a related industry
Excellent verbal and written communication skills
Excellent grammar and punctuation
Ability to identify process improvements and make recommendations
Strong problem solving and analytical skills
Ability to thrive in a changing and fast-paced environment
Proficient with Excel, Word, and Outlook
Knowledge of Slack or other communication tools

Nice to Have:

BA/BS or higher in related field
Knowledge of Zendesk or other CRM applications

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

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.

Upgrade

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Upgrade, Inc. provides personal financial services such as loans, credit cards, and a rewards checking account, ensuring accessibility and efficiency in personal finance management. Praised for its rapid growth, the company was named the fastest growing credit card in America by the Nilson Report for two years running. This recognition underscores the company's commitment to technological advancement and customer satisfaction, making it a great place for those who value innovation and industry leadership in the fintech sector.

Company Stage

Series E

Total Funding

$357.2M

Headquarters

San Francisco, California

Founded

2016

Growth & Insights

Headcount

6 month growth

↑ 23%

1 year growth

↑ 41%

2 year growth

↑ 101%