Dispute Resolution Specialist

Upgrade • Atlanta, GA

7d

About The Position

The Dispute Resolution Specialist manages the customer dispute process for merchant and customer projects financed through Upgrade loans. Reporting to the Merchant Operations Department, the role supports the operational components of Upgrade’s product strategy and requires an adaptable, customer-focused approach.

The specialist communicates with customers and merchants during dispute investigations and resolutions, reviews evidence, identifies potential fraud or servicing issues, documents case findings, collaborates with stakeholders, and handles cash reconciliations and refund discrepancies. The work is performed in a fast-paced operational environment and may take place in a contact center, office, or remote setting depending on business needs.

Requirements

• At least 3 years of experience in a customer service role or equivalent.
• Fundamental understanding of billing and collections processes, including transactions involving debits and credits.
• Strong written and verbal communication skills.
• Excellent organizational and time-management skills.
• Strong attention to detail and ability to identify errors or inconsistencies.
• Ability to find timely solutions in response to customer and business demands.
• Critical thinking skills and ability to make independent decisions within established guidelines and limits.
• Ability to adapt to changing policies and procedures while maintaining high-quality work output.
• Proficiency with computer software, including Google Suite, Excel, Jira, and Tableau.
• Team-player mentality and a high level of integrity.

Responsibilities

• Communicate with customers and merchants during dispute investigations, resolution, collections, and risk mitigation.
• Review and investigate disputes, including narratives, contracts, and supporting evidence, while providing customer service and complying with Reg-E timeframes.
• Identify patterns and trends that may indicate fraudulent activity or loan servicing issues, and escalate potentially suspicious activity, including high-risk customers and merchants.
• Prepare detailed investigation narratives explaining case activity, risks, and the reasoning behind case dispositions.
• Partner with stakeholders to address speculative complaints, genuine business errors, or service gaps.
• Handle incoming cash reconciliations and entry adjustments, and identify and resolve refund discrepancies.

Benefits

• Paid time off (PTO)
• 401(k) matching
• Medical, dental, and vision insurance with employer-paid options
• Paid parking or platinum pass
• New Hire Training Program
• Wellness Incentive Program
• Kitchen stocked with snacks and beverages
• Great open office space

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed