Dispute Resolution Specialist

The role

The Dispute Resolution Specialist manages the customer dispute process for merchant and customer projects financed using Upgrade's financing loans. This role involves investigating disputes, communicating with customers and merchants, and identifying fraudulent activity patterns.

What you will do

• Communicate with customers and merchants for dispute investigation, resolution, collections and risk mitigation
• Review and investigate disputes including narratives, contracts, and supporting evidence
• Comply with Reg-E timeframes
• Identify patterns and trends involving potential fraudulent activity or loan servicing issues
• Escalate potentially suspicious activity including high risk customers and merchants
• Prepare detailed investigation narratives explaining activity, risks, and reasoning
• Partner with stakeholders to manage business regarding speculative complaints, errors or service gaps
• Handle incoming cash reconciliations, entry adjustments, and resolving refund discrepancies

Required qualifications

• 3+ years of experience in a customer service role or equivalent role
• Fundamental understanding of billing and collections processes
• Understanding of transactions involving debits and credits
• Outstanding proficiency in written and verbal communication
• Excellent organizational and time management skills
• Strong attention to detail and ability to spot errors or inconsistencies
• Demonstrated creativity in finding solutions quickly
• Critical thinker with an ability to independently make decisions and exercise authority within established guidelines and limits
• Entrepreneurial mindset
• Proficiency with computer software (Google Suite, Excel, Jira, Tableau)
• Team player mentality with a high level of integrity

Benefits

• Great open office space
• Paid time off (PTO)
• 401K matching
• Medical, dental and vision insurance with employer paid options
• Paid parking or platinum pass
• New Hire Training Program
• Wellness Incentive Program
• Kitchen fully stocked with snacks and beverages

About the company

Upgrade helps customers move in the right direction with affordable and responsible financial products. Since 2017, they have helped over 7.5 million customers access over $42 billion in consumer credit.