Fraud Operations Specialist

Upgrade is seeking a Fraud Operations Specialist to join their Phoenix Service Center. This role involves handling accounts requiring special review for suspicious activity and potential fraud. The specialist will collaborate with the Financial Crimes and Fraud Analytics teams to prevent fraudulent activities and ensure customer security. Upgrade values its employees and offers an energizing, collaborative, and inclusive culture.

What this role involves:

• Handling incoming calls regarding suspicious activity and reviewing requested documents.
• Reviewing accounts with suspicious activity and working towards a positive customer experience.
• Conducting research using internal and external sources to determine if escalation is warranted.
• Accurately notating and documenting customer accounts on different systems and tools within Upgrade’s platforms.
• Retaining records of all information relied upon to complete a disposition of an alert.
• Escalating potentially suspicious activity and high-risk customers for further review.
• Working with customer support teams to run real-time verification.

Requirements:

• 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 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.

What Upgrade offers:

• Great open office space.
• Paid time off (PTO).
• Competitive 401(k) program.
• 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.