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 $31 billion in affordable and responsible credit to our 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 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 Operations Supervisor who will be responsible for managing a team of Fraud Specialists to ensure that tasks are completed according to Upgrade’s best practices. The Fraud Operations 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. This role will be based in our Phoenix office.
What You'll Do:
- Lead and manage a team of approximately 10-15 Fraud Specialists handling a number of activities such as: reviewing accounts with suspicious activity, contacting customers to verify account activity and account activity alerts, document review and escalations
- 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 customer needs
- Measure and maximize staff productivity through metrics and effective workforce management
- Facilitate comprehensive training programs for new hires and upskilling sessions for current team members
- 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
What We Look For:
- 2-3 years of BSA/AML, Investigations, or Fraud related experience
- 1-2 years of experience supervising or managing teams and processes
- Bachelor's degree preferred
- Excellent written, 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
- Self-starter and have the ability to problem solve
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
- Opportunities for professional growth and development
- Paid parental leave
- Health & wellness initiatives
#LI-Onsite
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.
What the Team is Saying
What We Do
At Upgrade, we like to tackle big problems and create innovative products that make a meaningful difference in people's lives. We don't have all the answers but we always help each other, look for ways to improve, move fast, and act as owners to make credit more affordable for millions of families across America.
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Upgrade, Inc. Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
