About Uphold
Uphold is a financial technology company that believes on-chain services are the future of finance. It provides modern infrastructure for on-chain payments, banking and investments. Offering Consumer Services, Business Services and Institutional Trading, Uphold makes pioneering financial services easy and trusted for millions of customers in more than 140 countries.
Uphold strips away the complexity and lack of transparency to open up Web3 finance for everyone.
To learn more about Uphold, please visit https://uphold.com.
The opportunity:
As Uphold continues to develop innovative products that serve cryptocurrency customers around the world, risk will increase in complexity and scale. As part of the Fraud Prevention team, the Fraud Analyst will play a critical role in mitigating fraud, connecting with customers who are at risk of fraud, and working with department leadership to report found fraud.
What you’ll be doing primarily:
- Contact customers to verify account activity, assist with fraud-related issues, and intake disputes or unauthorized transaction claims across Uphold’s full product suite (cards, crypto, and payment services).
- Monitor real-time transaction queues, review alerts, and investigate suspected fraudulent activity such as account takeovers, friendly fraud, and ACH fraud.
- Conduct in-depth login, transaction, and alert review and analysis using available systems and resources
- Manage the end-to-end chargeback lifecycle for Visa, Mastercard, and Uphold’s other payment offerings, ensuring timely submissions and compliance with network rules.
- Review and research credit/debit card disputes, prepare compelling case documentation, and liaise with issuing financial institutions.
- Investigate internal fraud reports and track card and bank account fraud claims.
- Analyze fraud and dispute trends, suspicious merchant or cardholder behaviors, and provide insights to leadership for proactive risk mitigation.
- Communicate with customers through email, phone, and video to safeguard accounts and Uphold funds, including debit card protections.
- Recommend system and process enhancements to strengthen fraud prevention and dispute handling, and provide guidance to internal and external teams on fraud-related matters.
- Work flexible shifts, including evenings and weekends, as required to support fraud prevention coverage. Shift schedules may be adjusted by management with appropriate notice.
Required qualifications:
- 3+ years of fraud prevention experience.
- 1+ years of card payments and disputes experience.
- Analytical with strong problem-solving and creative resolution skills.
- Ability to prioritize multiple inputs based on customer experience and financial impact.
- Strong interpersonal, written, and verbal communication skills to interface effectively with customers and colleagues at all levels.
- Comfortable working under pressure while consistently meeting time-sensitive deadlines.
- Skilled at organizing and executing complex tasks using judgment, planning, and research.
- Computer literate with working knowledge of MS Office or Google Workspace tools.
- Team player, self-starter, and passionate about fighting fraud while delivering a world-class customer experience.
What we have to offer you
- An amazing work environment in a company that continues to grow, driven by extraordinary and passionate people that keep up innovating and challenging more each day.
- An international team, in a cutting edge field, working on the most fascinating projects.
- Growth and career opportunities, and the chance to be proactive and creative.
- A flexible and enthusiastic work environment that offers you snacks, a lot of coffee and other great benefits.
- Open and transparent culture - we get together on a weekly basis to share updates, strategic plans, and engage with each other informally over food and drinks.
- Interesting events that keep you connected with the team and celebrate our success.
Be part of a great company that is revolutionizing the financial services. Apply now!
If this job isn’t exactly what you are looking for, visit our careers page to check out all our exciting opportunities.
EEOC Employer
We're proud to be an Equal Opportunity Employer and we celebrate our employees' differences, including race, color, religion, gender identity, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, and any other protected classes. Difference makes us stronger and better - together.
