Fraud Operations Associate

EMPOWER OVERVIEW
Empower is shaking up an outdated financial system by providing real opportunity for our customers: the opportunity to get the cash they need, to access fair credit, and to change their financial story. Today, we're helping millions of people find financial security through machine learning models that evaluate creditworthiness using a more inclusive lens and mobile-first products: Cash Advance, Thrive line of credit, and Petal credit cards. Tomorrow? Creating even more financial paths for our customers (and their wallets) to succeed.
This year, Empower ranked #65 on Inc. 5000's Fastest-Growing Private Companies list - our third year in a row cracking the top 100 - and was named by Forbes as one of the 25 Next Billion-Dollar Startups for 2024. Empower was also featured by Forbes on America's Best Startup Employers list in 2023, and our Thrive line of credit product was named by Fast Company as one of 2022's Next Big Things in Tech.
Empower is backed by Sequoia Capital, Blisce, and Icon Ventures. Ready to grow your impact and accelerate your career? Take a look at our open roles - we can't wait to meet you.
THE EMPOWER WAY
Great Expectations: We come up with bold, audacious goals for ourselves and go all out for impact
Owner Mindset: We give every employee latitude to act independently, make smart choices, and move the business forward
Spirited Debate: We love skeptics and seek counter opinions to challenge our personal assumptions and expand our view
Customer Obsession: We listen to understand, empathize, and create a memorable, rewarding experience for our community
Inclusive Collaboration: We believe diverse teams make the best decisions, and we strive to give diverse voices a seat at the table
No Jerks Allowed: We value our relationships and take the time to build trust and connection and communicate respectfully
WHAT EMPOWER OFFERS
Competitive salary
Generous equity package
Full healthcare benefits
Technology expense reimbursement
Work from anywhere
JOB DESCRIPTION
As a valued member of our team, you will be responsible for reviewing potential fraud cases and being the point of contact and case handler for our users that are being reviewed for fraud. You will contact users (exclusively through email) whose accounts are under review, handle any necessary de-escalation, and review information/documentation that they submit for any inconsistencies. You will oversee the detection of potential fraud attacks and collaborate across lines of business to remediate and contain these events.
Travel for company off-sites is expected at a minimum of 2 times a year.
RESPONSIBILITIES

• Correspond with users via email
• Review user-submitted information & documentation for inconsistencies
• Review user' information and account activity for abnormalities
• Document and update fraud databases
• Review and decision Transaction Monitoring and Fraud alerts
• Prepare and compile SAR referral narratives and prepare SAR referrals for review
• Regularly report on/escalate situations that require higher-level review
• Actively discuss and provide your thoughts & recommendations, both internally and with our partner, on individual user situations
• Conduct investigations and gather evidence against users and high-risk dispute cases

QUALIFICATIONS

• BA/BS degree or equivalent practical work experience
• 3+ years of banking, financial fraud and abuse experience
• 3+ years of experience directly interfacing with internal and external customers
• Strong analytical skills and the ability to work with large quantities of data
• Previous experience with fraud operations
• Proficiency in dealing with a healthy level skepticism when interacting with suspicious or high-risk customers
• Ability to work independently and in a team environment

At Empower, we hire for people that push themselves to understand others and seek out ways to challenge their personal assumptions. Our hope is that by fostering such an environment, we strengthen our business and relationships by putting people first. We are committed to building a diverse, inclusive, and equitable workspace where everyone (regardless of age, education, ethnicity, gender, sexual orientation, or any personal characteristics) feels like they belong. Even if your experience doesn't exactly match up to our job description, you should feel empowered to apply regardless!