Dispute Resolution Specialist

Upgrade•Atlanta, GA

7h•Hybrid

About The Position

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.

Requirements

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
English is required for all positions, as it involves interacting with staff at Upgrade's offices worldwide.

Responsibilities

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