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Specialist, Fraud Operations



Accounting & Finance, Operations
Phoenix, AZ, USA
Posted on Tuesday, July 2, 2024

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:

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’ll Do:

  • Handle incoming calls regarding suspicious activity and review requested docs
  • Review accounts with suspicious activity and work towards a solution that creates a positive customer experience
  • Conduct research using internal and external sources to help determine if an escalation is warranted
  • Accurately notate and document customer accounts on different systems and tool within Upgrade’s platforms
  • 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
  • Work with customer support teams to run real time verification

What We Look For:

  • 0-1 years of fraud experience
  • 1-2 years of call center or banking experience
  • 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

Nice to Have:

  • 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

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 the light rail and public transportation
  • Paid parking or platinum pass
  • New Hire Training Program
  • Wellness Incentive Program
  • Kitchen fully stocked with snacks and beverages


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.