Resolution Specialist/Fraud Analyst

Come drive the transformation of financial services, solve big problems and make a meaningful difference in people’s lives. Join the team that built one of the largest FinTech companies of the last decade and is now set to innovate again. Upgrade is combining a marketplace lending approach with credit monitoring and credit education features designed to be even more helpful to more people. The company is still at an early stage; this is your opportunity to join early and have a significant impact.

Come join a team of just over 100 talented and passionate fintech engineers, product, credit, finance, legal, compliance, operations and marketing professionals.  We are looking for new team members who get excited about constantly learning, and always seeking to design and implement new and better solutions.

As a Resolution Specialist you will be engaging with our customers via phone and email to answer any questions or concerns related to disputes, identity theft, complaints or possible fraudulent activity. You’ll manage the case file from start to finish, documenting your findings to bring the claim to full resolution. You may make recommendations based on any findings related to trends or other opportunities to improve our internal processes or procedures.

Responsibilities:

-Investigate credit bureau disputes, identity theft claims, complaints, and other disputes and inquiries that Upgrade receives from customers  or from third-parties on behalf of customers.

-Manage, monitor and respond timely and appropriately to complaints and disputes received directly from customers and call center staff.

-Build relationships and effectively communicate across departments within Upgrade to obtain information and make determinations relevant to resolving the customer’s issue.

-Collect, track  and interpret information and evidence for decisions, and manage written responses.

-Demonstrate effective analytical and communication skills while gathering and providing information to customers, and while formulating decisions  that resolve customer issues.

-Remain up-to-date on the credit bureau industry knowledge and of the Fair Credit Reporting Act and related regulations.

-Depending on your performance,  you may be assigned special projects that  allow you to a broaden your expertise and resolve challenges in conjunction with  the department management.

Skills:

-Working knowledge of contact center operations, processes, and policies.

-Knowledge of  the Consumer Finance industry, Credit Bureau industry and of the Fair Credit Reporting Act and related regulations.

-Experience in a role requiring research and complex writing, such as with fraud, risk, or dispute processing

-Excellent computer navigation skills

-Bachelor’s or Associate’s degree preferred.  High school diploma with applicable work experience is acceptable.

-Prior experience in the following areas or tools is a plus:

• Disputes & Complaints

• e-Oscar

• Case Management Software

• JIRA or task management ticketing

• Identity Theft & Fraud

• Credit Bureau  Reporting & Metro2 Files

-Strong attention to detail and problem solving skills in continuously similar situations

-Excellent organization skills

-Ability to meet deadlines and work in a fast paced environment

-Highly motivated, self-driven and solution-oriented

Benefits/Perks:

-Great OPEN office location!  

-Conveniently located in Downtown Phoenix

-Close to Light Rail and Public Transportation

-Comprehensive benefits package: Medical, dental, & vision

-Paid Time Off

-Kitchen stocked with beverages, snacks & treats

-Monthly social gatherings / happy hours

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

Location Details

2 N Central Ave, 10th Floor Phoenix, AZ 85004