Lead Investigator, Fraud Investigations

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.

Upgrade is a fintech unicorn founded in 2017. We are the fastest-growing company in the Americas (Financial Times). In the last five years, over 15 million people have applied for an Upgrade card or loan, and we have delivered over $10 billion in affordable and responsible credit. Our innovative Upgrade Card is the fastest growing credit card in America (Nilson Report). Combining the flexibility of a credit card with the low cost of an installment loan helps us redefine banking.Upgrade has been named a "Best Place to Work in the Bay Area" three years in a row, one of the "Top Companies to Work for in Arizona", and we have received awards for being a best company for Diversity, Women, Culture, and Veterans.Upgrade is searching for a Lead Investigator for Fraud Investigations that will be responsible for conducting quality control reviews to ensure that investigations are completed according to Upgrade's best practices.The Fraud Investigations Lead, 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.

Responsibilities

• 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 needs
• Conduct quality control reviews to ensure investigations are completed in adherence to published policies and procedures
• 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
• Measure and maximize staff productivity through metrics and effective workforce management
• 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

Requirements

• 2-3 years of BSA/AML, Investigations, or Fraud related experience
• 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

Plus

• Experience managing teams and processes
• 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

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.