Dispute Resolution Specialist @ Upgrade

Upgrade is a fintech company that provides affordable and responsible credit, mobile banking, and payment products to everyday consumers. We were the fastest growing company in the Americas last year according to the Financial Times and Upgrade Card was the fastest growing credit card in America two years in a row. We have delivered over $25 billion in affordable and responsible credit to our 2.7M customers. The company is backed by some of the most prominent technology investors and was recently valued at $6.3B.

We have built an energizing, collaborative and inclusive culture where team members help each other, learn and innovate to move the company and its customers in the right direction, and own the outcome of their efforts.

Upgrade has been named a “Best Place to Work in the Bay Area” three years in a row, “Top Companies to work for in Arizona” and one of the "Best Engineering Department" awarded annually by Comparably. We’ve also received recognition for being a best company for Diversity, Women, Culture, and Veterans.

We are looking for new team members who get excited about designing and delivering new and better products to join a team of 1600 talented and dedicated professionals. Come work with us if you like to tackle big problems and make a meaningful difference in people’s lives.

About the Role:

The Dispute Resolution Specialist is responsible for the customer dispute process involving home improvement projects financed using Upgrade home improvement loans. Reporting into the Merchant Operations Department, this individual will play a key role in the support and operational components of the Upgrade’s product strategy. The ideal candidate brings a positive and adaptable mindset to our team environment.

What You’ll Do:

Responsible for the customer, merchant, and sales communications, research, and processing of disputes while providing excellent customer service in a timely manner
Identifies patterns and trends involving potential fraudulent activity or loan servicing issues and proactively communicates with key stakeholders
Partner with key stakeholders to ensure that they are managing the business properly with reference to speculative complaints, genuine business errors or service gaps
Fundamental understanding of billing and collections processes as well as transactions involving debits and credits
Improve the structure around complex business activities, lead process improvement initiatives derived from trend analysis, team member feedback and product enhancements
Displays knowledge of and ensures compliance with Regulations E and Z

What We Look For:

3+ years of experience in a customer service role or equivalent role
Outstanding proficiency in written and verbal communication
Critical thinker with an ability to independently make decisions and exercise authority within established guidelines and limits
Excellent organizational and time management skills with acute attention to detail
Demonstrated creativity in finding solutions quickly in response to customer and business demand
Entrepreneurial mindset, as a start up, we are growing quickly and you may need to adapt to changing policies and procedures while maintaining high quality work output
Proficiency with computer software (Google Suite, Excel, Jira)
Experience with merchant and banking disputes preferred

What We Offer You:

100% paid coverage of medical, dental and vision insurance
Paid time off
Opportunities for professional growth and development
Paid parental leave
Health & wellness initiatives

#BI-Hybrid #LI-Hybrid

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.

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