Dispute Resolution Specialist

Upgrade helps customers move in the right direction with affordable and responsible financial products. Since 2017, we’ve helped over 7.5 million customers access over $42 billion in consumer credit. With a relentless focus on improving our customers' financial well-being, we build products that put more money in their pocket and support their journey toward a better financial future. We’re backed by some of the most prominent technology investors and were most recently valued at $7.3B.

We’re consistently recognized for our collaborative and inclusive culture. Most recently, we were named one of the World’s Top Fintech Companies by CNBC, Best Places to Work by Built In, Best Places to Work by the San Francisco Business Times, America’s Greatest Workplaces by Newsweek, Best Startup Employer by Forbes, and Healthiest Employers by Phoenix Business Journal. 

We’re looking for new team members who get excited about designing and delivering new and better products. Come join us and help build a better financial future for millions of people.

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About the Role:

The Dispute Resolution Specialist is responsible for the customer dispute process involving merchant and customer projects financed using Upgrade's financing loans. Reporting to 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:

• Communicate with customers and merchants as part of the dispute investigation, resolution, collections and risk mitigation process
• Thoroughly review and investigate disputes including narratives, contracts, and supporting evidence, while delivering exceptional customer service and complying with Reg-E timeframes
• Identify patterns and trends involving potential fraudulent activity or loan servicing issues and proactively escalates potentially suspicious activity including high risk customers and merchants for further review
• Prepare detailed investigation narratives that clearly explain the activity, risks, and reasoning for the disposition of a case
• Partner with key stakeholders to ensure that they are managing the business properly with reference to speculative complaints, genuine business errors or service gaps
• Handle incoming cash reconciliations, entry adjustments, identifying and resolving refund discrepancies

What We Look For:

• 3+ years of experience in a customer service role or equivalent role
• 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 thinker with an ability to independently make decisions and exercise authority within established guidelines and limits
• 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,Tableau)
• Team player mentality with a high level of integrity 

#LI-Hybrid 

For California residents: Upgrade's CaliforniaNotice at Collection and Privacy Policy describes our practices regarding the collection, use, and disclosure of the personal information of job applicants.

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Environmental & Working Conditions

Work is performed indoors in a fast-paced environment that requires the ability to manage multiple priorities and meet established workflows, schedules, and service expectations.

Employees regularly input, retrieve, and exchange information accurately using digital systems and applications to support operational and customer service objectives.

The role requires the ability to receive and exchange information with customers, peers, supervisors, and cross-functional partners through available communication channels, which may include meetings, email, phone, and digital collaboration tools, and may involve real-time, verbal, or in-person exchanges depending on business need.

Job duties may involve managing a high volume of inbound and/or outbound customer interactions and work activities using telecommunications and computer systems. The role requires the ability to read, analyze, and interpret information displayed on computer screens and remain in a working posture for extended periods, consistent with the demands of the position.

Work may be performed in a contact center, office, or remote environment, depending on business needs and the nature of the role. Onsite work environments may include shared workspaces, standard office lighting, and moderate background noise typical of customer service or operational settings.

Employees working remotely are responsible for maintaining a secure and productive workspace with reliable internet connectivity that supports company systems and safeguards the confidentiality of company and customer information.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position in accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws.

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.

Upgrade does not accept unsolicited resumes from staffing agencies, search firms, or any third parties. Any resume submitted to any employee of Upgrade without a prior written agreement in place will be considered the property of Upgrade, and Upgrade will not be obligated to pay any referral or placement fee. Agencies must obtain advance written approval from Upgrade's Talent Acquisition department to submit resumes and only in conjunction with a valid, fully executed agreement.