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Empower is shaking up an outdated financial system by providing real opportunity for our customers: the opportunity to get the cash they need, to access fair credit, and to change their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
Virtual first environment
JOB DESCRIPTION
As an Operations Analyst, you will play a critical role in safeguarding our platform by reviewing potential fraud cases, performing enhanced due diligence reviews, and analyzing and responding to credit report disputes. Your responsibilities will include analyzing suspicious account activity, reviewing user-submitted documentation for inconsistencies, handling user communications via email, ensuring the highest level of credit reporting accuracy, and mitigating fraud risks. You will also collaborate with cross-functional teams to contain and remediate open issues and mitigate risk.
This role requires strong analytical skills, attention to detail, and the ability to manage sensitive user interactions with professionalism and discretion.
Travel for company offsites is expected at least 2 times per year.
RESPONSIBILITIES
User Communication & Case Handling
Engage with users exclusively via email to address fraud-related inquiries and case reviews.
Handle de-escalation efforts and provide clear guidance to users under review.
Review and verify user-submitted documentation for authenticity and inconsistencies.
Fraud Investigation & Risk Mitigation
Analyze account activity and transaction patterns to identify abnormalities.
Monitor and investigate fraud alerts from transaction monitoring systems.
Conduct in-depth investigations into high-risk disputes and fraudulent activities.
Document and maintain fraud databases to track cases, trends, and emerging fraud risks.
Regulatory Compliance & Reporting
Research and respond to credit report disputes while meeting tight regulatory deadlines
Escalate complex or high-risk fraud cases for further investigation.
Collaborate with internal teams and external partners to enhance fraud detection and prevention strategies.
QUALIFICATIONS
BA/BS degree or equivalent practical work experience in fraud prevention or financial crimes.
4+ years of experience in banking, financial fraud, or abuse investigations.
3+ years of direct customer interaction experience, with a focus on fraud case management.
Strong analytical skills and ability to interpret large datasets to detect fraud patterns.
Previous experience in fraud operations, risk analysis, or compliance investigations.
Proven ability to assess risk critically and maintain a healthy level of skepticism when handling suspicious cases.
Ability to work both independently and collaboratively in a fast-paced production 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!
