Claims Escalation & Resolution Analyst at Upgrade | Powderkeg

Location: San Francisco/Phoenix

Employment Type: Full-Time

Team: Compliance

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.

We are looking for new team members who get excited about designing and delivering new and better products to join a team of 1300 talented and passionate professionals. Come join us if you like to tackle big problems and make a meaningful difference in people's lives.

What You'll Do

  • Communicate with vendors (debt buyers, certain investors) regarding new claims of ID theft and the outcome of the investigation
  • Facilitate training for agents on the floor regarding ID theft/fraud trends or when there are changes to the program that impact the agents
  • Strong research background
  • Complete reviews of customers and transactions flagged by the Bank’s automated monitoring system(s), manual reports, and/or referrals
  • Understand the risks and AML and fraud typologies that are presented by Upgrade’s product offerings and services, including its loan and deposit products
  • Conduct research using internal and external sources to help determine if escalation is warranted

What You Have

  • 1+ years of Financial Crimes experience, experience working at a FinTech or start-up is a plus. CAMS, CFE, or CGSS certifications are a plus
  • Bachelor’s degree (preferably in a related field)
  • Demonstrated ability to implement, review, and improve processes
  • Experience documenting process requirements and developing metrics
  • Sense of ownership and responsibility towards problem solving
  • Experience with Zendesk and LexisNexis are a plus

This is an in-office role. The Claims Escalation & Resolution Team (CERT) is currently based out of Upgrade’s Phoenix or San Francisco office.

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.

Job Summary
  • Job Title
    Claims Escalation & Resolution Analyst
  • Company
  • Location
    San Francisco, CA
  • Employment Type
    Full time
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