About the role
Upgrade helps customers move in the right direction with affordable and responsible financial products. Since 2017, we’ve helped over 7.5 million customers access over $42 billion in consumer credit. With a relentless focus on improving our customers' financial well-being, we build products that put more money in their pocket and support their journey toward a better financial future. We’re backed by some of the most prominent technology investors and were most recently valued at $7.3B.
We’re consistently recognized for our collaborative and inclusive culture. Most recently, we were named one of the World’s Top Fintech Companies by CNBC, Best Places to Work by Built In, Best Places to Work by the San Francisco Business Times, America’s Greatest Workplaces by Newsweek, Best Startup Employer by Forbes, and Healthiest Employers by Phoenix Business Journal.
We’re looking for new team members who get excited about designing and delivering new and better products. Come join us and help build a better financial future for millions of people.
About the Role:
We're looking for an experienced, detail-driven investigator to join our Merchant Risk Monitoring team. In this role, you'll be on the front lines of protecting borrowers and preventing financial loss — identifying suspicious merchant behavior, investigating fraud and abuse, and taking action before problems escalate.
This isn't a passive monitoring role. You'll own investigations from initial alert through resolution, work closely with a fast-moving team, and directly influence risk outcomes. If you thrive in a high-stakes environment where your work has real impact, this role is for you.
What You’ll Do:
- Monitor merchant accounts on an ongoing basis, identifying anomalies, suspicious patterns, and early warning signs of fraud or borrower abuse.
- Lead investigations into fraud, compliance violations, contractor misconduct, licensing issues, and abnormal loan activity — from intake through resolution.
- Dig into transaction data, account history, and performance metrics to uncover root causes and build a clear evidentiary record.
- Conduct background research on merchants, including criminal history, regulatory violations, negative news, and reputational red flags.
- Prepare thorough, well-organized investigation reports with findings, risk assessments, and recommended actions for leadership and cross-functional partners.
- Work with Risk, Compliance, Legal, and Operations teams to implement mitigation strategies and escalate high-risk situations appropriately.
- Contribute to the development of risk frameworks, monitoring protocols, and investigative playbooks to strengthen the team's capabilities over time.
- Stay current on industry trends, regulatory changes, and fraud schemes relevant to merchant services and home improvement lending.
What We Look For:
- 3–5 years of experience in fraud investigations, merchant monitoring, operational risk, or a closely related field within financial services or payments.
- Strong analytical instincts — you can interpret complex data, spot patterns, and connect dots across large transaction sets.
- Experience conducting background research, adverse media reviews, and regulatory/licensing checks.
- Clear, precise written communication — you can distill a complex investigation into a report that's easy to act on.
- Comfortable working independently and managing multiple open cases at once in a fast-paced environment.
- Proficiency with data analysis tools, risk platforms, and Microsoft Office Suite; experience with AI-assisted research tools is a plus.
- Bachelor's degree in business, finance, criminal justice, risk management, or a related field. CFE, CRM, or similar certification is a strong plus.
Nice to Have:
- Background in home improvement lending, contractor-funded loan programs, or merchant acquiring.
- Familiarity with Jira, case management systems, or investigation tracking platforms.
- Experience collaborating with or supporting a borrower outreach or rapid response team.
- Exposure to regulatory environments such as CFPB, state licensing frameworks, or contractor compliance requirements.
What We Offer You:
- Competitive salary and stock option plan
- 100% paid coverage of medical, dental, and vision insurance
- Flexible PTO
- Competitive 401(k) and RRSP program
- Opportunities for professional growth and development
- Paid parental leave
- Health & wellness initiatives
#BI-Hybrid #LI-Hybrid
For California residents: Upgrade's California Notice at Collection and Privacy Policy describes our practices regarding the collection, use, and disclosure of the personal information of job applicants.
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.
Upgrade does not accept unsolicited resumes from staffing agencies, search firms, or any third parties. Any resume submitted to any employee of Upgrade without a prior written agreement in place will be considered the property of Upgrade, and Upgrade will not be obligated to pay any referral or placement fee. Agencies must obtain advance written approval from Upgrade's Talent Acquisition department to submit resumes and only in conjunction with a valid, fully executed agreement. English is required for all positions, as it involves interacting with staff at Upgrade's offices worldwide.