Fraud and Dispute Analyst
Uphold
Fraud and Dispute Analyst
Uphold
full-time
Posted on:
Location Type: Hybrid
Location: Clearwater • Florida • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- 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, and support fraud prevention coverage as scheduled by management.
Requirements
- 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
- 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
- Legal right to work in the USA (application asks about work authorization and sponsorship)
Benefits
- 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.
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
fraud preventioncard paymentsdisputes managementchargeback lifecycle managementtransaction analysisfraud trend analysiscase documentation preparationrisk mitigation
Soft skills
analytical skillsproblem-solvinginterpersonal communicationwritten communicationverbal communicationtime managementorganizational skillsjudgmentplanningcreativity
