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Upgrade is a fintech company that provides affordable and responsible financial products to consumers. Since 2017, the company has helped over 7.5 million customers access over $42 billion in consumer credit. The company is backed by prominent technology investors and was most recently valued at $7.3 billion.
The Dispute Resolution Specialist will be responsible for managing the customer dispute process involving merchant and customer projects financed using Upgrade's financing loans. Reporting to the Merchant Operations Department, this role plays a key part in the support and operational components of Upgrade's product strategy.
Key responsibilities include:
- Communicating with customers and merchants as part of dispute investigation, resolution, collections, and risk mitigation processes
- Thoroughly reviewing and investigating disputes including narratives, contracts, and supporting evidence while delivering exceptional customer service and complying with Reg-E timeframes
- Identifying patterns and trends involving potential fraudulent activity or loan servicing issues, and proactively escalating suspicious activity including high-risk customers and merchants for further review
- Preparing detailed investigation narratives that clearly explain activity, risks, and reasoning for case disposition
- Partnering with key stakeholders to ensure proper business management with reference to speculative complaints, genuine business errors, or service gaps
- Handling incoming cash reconciliations, entry adjustments, and identifying and resolving refund discrepancies
The ideal candidate brings a positive and adaptable mindset to the team environment and thrives in a fast-paced, growing startup setting.
Requirements:
- 3+ years of experience in a customer service role or equivalent
- Fundamental understanding of billing and collections processes as well as 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 in response to customer and business demand
- Critical thinking ability with capacity to independently make decisions and exercise authority within established guidelines and limits
- Entrepreneurial mindset; ability to adapt to changing policies and procedures while maintaining high-quality work output
- Proficiency with computer software (Google Suite, Excel, Jira, Tableau)
- Team player mentality with a high level of integrity
