Supervisor, 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 $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. This role will be based in our San Francisco office. 

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

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.