Dispute Resolution Specialist

Upgrade helps customers move in the right direction with affordable and responsible financial products. Since 2017 weve 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. Were backed by some of the most prominent technology investors and were most recently valued at $7.3B.

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

Were 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.

About the Role:

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

What Youll 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 JiraTableau)
• Team player mentality with a high level of integrity

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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 Upgrades Talent Acquisition department to submit resumes and only in conjunction with a valid fully executed agreement. English is required for all positions as it involves interacting with staff at Upgrades offices worldwide.