Dispute Resolution Specialist

Upgrade•Atlanta, GA

15h•Hybrid

About The Position

The Dispute Resolution Specialist manages customer disputes involving merchants 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 contributes to dispute resolution, collections, and risk mitigation. The ideal candidate brings a positive, adaptable mindset and works effectively in a team environment. The position is performed indoors in a fast-paced environment and requires managing multiple priorities, following established workflows and schedules, and meeting service expectations. Employees use digital systems and applications to exchange information, and communicate with customers, colleagues, supervisors, and cross-functional partners through channels such as meetings, email, phone, and other collaboration tools. Duties may involve high volumes of inbound or outbound interactions, analyzing information on computer screens, and remaining in a working posture for extended periods. Depending on business needs, work may take place in a contact center, office, or remote environment. Remote employees are responsible for a secure, productive workspace and reliable internet connectivity.

Requirements

At least 3 years of experience in a customer service role or equivalent role.
Fundamental understanding of billing and collections processes and transactions involving debits and credits.
Outstanding written and verbal communication skills.
Excellent organizational and time management skills.
Strong attention to detail and ability to spot errors or inconsistencies.
Creativity in finding solutions quickly in response to customer and business demand.
Critical thinking and ability to make independent decisions and exercise authority 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 investigation, 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 involving potential fraud or loan servicing issues, and escalate potentially suspicious activity, including high-risk customers and merchants, for further review.
Prepare detailed investigation narratives explaining case activity, risks, and the reasoning behind case dispositions.
Partner with stakeholders to ensure proper business management of speculative complaints, genuine business errors, and service gaps.
Handle incoming cash reconciliations and entry adjustments, and identify and resolve refund discrepancies.