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 $33 billion in affordable and responsible credit to our 5.5M 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 1850 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:
Upgrade is searching for a Supervisor for Fraud Investigations that will be responsible for managing a team of Investigators to ensure that tasks are completed according to Upgrade’s best practices. The Fraud Investigations Supervisor will also examine workload volumes and prioritize work efforts to meet team goals. They will play an integral role in assisting with the growth and development of the team and improving processes and procedures.
What You'll Do:
- Lead and manage a team of approximately 8-12 Fraud Investigators handling reviews related to identity theft, account take over, account abuse, etc.
- Understand and master our process workflows and systems, and provide feedback on roadblocks or improvement to ensure team productivity and efficiency meet or exceed our claimant’s need
- Measure and maximize staff productivity through metrics and effective workforce management
- Provide training and constructive feedback to Investigators on cases reviewed including but not limited to adherence to best practices, quality of investigations, and attention to detail
- Conduct escalated or complex investigations across all product lines
- Suggest process improvements to streamline operations and strategies to reduce fraud
- Assist with the identification of emerging fraud trends and developing strategies to mitigate risk for Upgrade and its customers
- Assist with developing metrics and KPI’s aimed at evaluating the effectiveness of fraud prevention methods, investigations, and loss mitigation efforts
- Understand the risks of AML and fraud typologies that are presented by Upgrade’s product offerings and services, including lending and deposit products
- Assist with the coordination between Fraud teams to recover or chargeback stolen funds
What We Look For:
- 2-3 years of BSA/AML, Investigations, or Fraud related experience
- 1-2 experience supervising or managing teams and processes
- Bachelor's degree required
- Excellent communication, interpersonal, leadership, coaching, and conflict resolution skills
- Good organizational skills and attention to detail are essential
- Ability to work well in fast-paced, multi-task environment, and be team oriented
- Experience managing teams and processes
Nice to Have:
- Advanced skills in Excel, SQL, or equivalent query languages
- Tableau or similar business intelligence or data visualization tool
- CAMS, CFE, and/or other relevant certifications
- Prior experience in FinTech or start-up environment
What We Offer You:
- Competitive salary and stock option plan
- 100% paid coverage of medical, dental and vision insurance
- Flexible PTO
- Competitive 401(k) and RRSP program
- Opportunities for professional growth and development
- Paid parental leave
- Health & wellness initiatives
#BI-Hybrid #LI-Hybrid
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. Upgrade does not accept unsolicited resumes from staffing agencies, search firms, or any third parties. Any resume submitted to any employee of Upgrade without a prior written agreement in place will be considered the property of Upgrade, and Upgrade will not be obligated to pay any referral or placement fee. Agencies must obtain advance written approval from Upgrade's Talent Acquisition department to submit resumes and only in conjunction with a valid, fully executed agreement.
Upgrade, Inc. Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Upgrade, Inc. and has not been reviewed or approved by Upgrade, Inc..
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Healthcare Strength — Healthcare coverage is considered strong, with 100% employer-paid medical, dental, and vision for employees alongside mental health, wellness, disability, life insurance, and abortion travel benefits. These elements indicate a comprehensive health and wellness package.
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Retirement Support — A 401(k) match up to 4% with immediate vesting is offered, with eligibility commonly beginning after about 90 days. This structure provides reliable savings support early in tenure.
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Leave & Time Off Breadth — Time-off policies include unlimited PTO for salaried roles, generous PTO and paid holidays, sick days, bereavement leave, and paid parental leave. Flexible time-off practices are emphasized across materials.
Upgrade, Inc. Insights
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What We Do
Upgrade helps customers move in the right direction with affordable and responsible financial products. Since 2017, we’ve helped over 8 million customers access over $50 billion in consumer credit. With a relentless focus on improving our customers' financial well-being, we build products that put more money in their pocket and support their journey toward a better financial future. We’re backed by some of the most prominent technology investors and were most recently valued at $7.3B. We’re consistently recognized for our innovative technology, rapid growth, and inclusive culture. Most recently, we were named one of the World’s Best Fintech Companies by CNBC, Best Places to Work by Built In, Best Places to Work by the San Francisco Business Times, Best Places to Work in Fintech by American Banker, Best Employer by Forbes, and America’s Greatest Workplaces by Newsweek. Our technology and products have also earned us spots on the World's Top 250 Fintech Companies by CNBC, Deloitte Technology Fast 500, and Fintech Breakthrough Awards. We’re looking for new team members who get excited about designing and delivering new and better products. Come join us and help build a better financial future for millions of people.
Why Work With Us
We’re consistently recognized for our innovative technology, rapid growth, and inclusive culture. Most recently, we were named one of the World’s Top Fintech Companies by CNBC, Best Places to Work by Built In, Best Places to Work by the San Francisco Business Times, Best Startup Employer by Forbes, and America’s Greatest Workplaces by Newsweek.
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