Full-Time

Dispute Resolution Specialist

Upgrade

Upgrade

1,001-5,000 employees

Personal loans, cards and rewards checking

Data & Analytics
Financial Services

Mid

Atlanta, GA, USA

Required Skills
Sales
Communications
Customer Service
Requirements
  • 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
Responsibilities
  • 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

Upgrade's goal is to offer their users more value and a better experience than they receive from their traditional bank.

Company Stage

Series E

Total Funding

$357.2M

Headquarters

San Francisco, California

Founded

2016

Growth & Insights
Headcount

6 month growth

8%

1 year growth

28%

2 year growth

83%
INACTIVE