About Uphold
We are a Web 3 Financial Platform - Founded in 2013 and launched in 2014, Uphold has more than 8 million customers in over 150 countries. Recently ranked #1 in the San Francisco Business Times Fast 100 List, Uphold serves over 10 million customers in more than 180 countries. Uphold is a FinTech bridge between the old and new money systems. Our patented “Anything to Anything” platform gives end users seamless access, allowing people and businesses to invest, pay and spend more than 30 FIAT currencies, 200 cryptocurrencies, and precious metals globally and instantly.
Join us in our mission to reshape the financial landscape and build a more inclusive financial system, redefining how people access and manage their money. Be part of an innovative and forward-thinking company that values individual contributions and provides a stimulating and challenging home for the brightest and best talent.
To learn more about Uphold, please visit https://uphold.com
The Opportunity
The Uphold VIP Fraud Analyst primarily ensures swift and accurate resolution of VIP customer tickets, focusing on delivering exceptional service to High-Value clients. Acting as an escalation point for fraud alerts flagged by first-level teams, the Analyst handles issues with precision and regulatory adherence. Key responsibilities include managing VIP correspondences, maintaining accurate client records, and supporting Fraud and Customer Service teams with ad-hoc tasks. This role demands a proactive and detail-oriented approach to meet the needs of Uphold’s most valued clients.
This will be a hybrid 2X per week in the Tampa office
What you’ll be doing primarily:
- Serve as the Fraud point of contact and face for VIP users, taking ownership of their inquiries from beginning to conclusion. Communicating timely and effectively throughout the interaction
- Address inquiries by providing accurate, valid and complete information by using the right methods and tools. Deploying Outbound voice calling to ensure understanding/rapport/empathy and outcome satisfaction are achieved
- Adhere to Uphold Procedures and Quality Standards. Driving best in class Customer Service performance.
- Where appropriate, identify escalation path and direct requests to the appropriate departments, tracking and owning the escalation to ensure successful conclusion
- Keep detailed records of customer interactions, process customer accounts and file documents
- Take the initiative in gathering consumer feedback to ensure the business’s consumer relations programs are effective, building on this feedback to drive the appropriate improvement.
- Communicate clearly and effectively with end-users, colleagues, and management to quickly resolve issues and ensure customer satisfaction. Proactively highlighting opportunities to improve and enhance the VIP experience.
- Based on VIP Customer’s experience and feedback suggest new processes to improve efficiency and further enhance customer satisfaction.
- Troubleshooting technical and customer issues with a particular focus on passion to address and leave customers satisfied
Required Qualifications
- 3+ years of experience in fraud prevention
- 1+ years of experience in payments (card and/or ACH payments)
- Availability for work outside normal business hours and weekends
- Experience dealing with time-pressured situations
- Strong problem solving and troubleshooting skills (ability to diagnose the source of a problem and provide the appropriate resolution)
- Prioritisation - be able to prioritize and meet deadlines while working on multiple projects, and have creative problem-solving skills
- Quick learner – has the ability to learn new systems, services, and processes.
- Attention to detail, diligence, thorough and good problem-solving skills.
- Tenacious - no problem too big, start to finish ownership and closure
- Confident and infectious interpersonal skills.
- Excellent English written and oral skills. Ability to read between the lines and pinpoint the issue and the appropriate resolution, communicating this information in a clear and concise manner.
- Experience with Microsoft Excel and Google Suite products
Bonus if you have:
- Prior experience working at a startup in FinTech/Crypto
- Ability to educate Uphold customers about digital currencies
- Experience working with CRM platforms
- Fluent in Spanish
What we have to offer you:
- A fun and collaborative work environment in a company that continues to grow, driven by extraordinary and passionate people that keep us innovating and challenging each day
- Competitive salary and benefits
- An international team in a cutting edge field
- A flexible and enthusiastic environment with hybrid work opportunities
- Growth and career opportunities and the chance to be proactive and creative
- Open and transparent culture - we get together on a regular basis to share updates, strategic plans, and engage with each other informally over (virtual) drinks
- Interesting events that keep you connected with the team and celebrate our success
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.