Customer Dispute Strategist — Fraud & Risk

Shoptalk; Atlanta (GA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

PTO

401K matching

Health, dental and vision insurance

Parking or transit benefits

New Hire Training Program

Wellness Incentive Program

Snacks and beverages in office

Job summary

Upgrade is seeking a Dispute Resolution Specialist to manage customer disputes across merchant and customer financing projects. You will support the Merchant Operations team, review narratives and contracts, and uphold Reg-E timelines while maintaining top-tier service.

The role emphasizes investigative storytelling, collaboration with stakeholders, and efficient cash reconciliation. A startup mindset and strong communication are essential for success in a fast-paced environment.

Qualifications

• 3+ years of experience in a customer service role or equivalent.
• 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 within established guidelines.
• Entrepreneurial mindset suitable for a growing startup environment.
• Team player with integrity and ability to collaborate cross-functionally.

Responsibilities

• Communicate with customers and merchants as part of the dispute investigation, resolution, collections and risk mitigation process.
• Review and investigate disputes including narratives, contracts, and supporting evidence while delivering exceptional customer service.
• Identify patterns and trends involving potential fraudulent activity or loan servicing issues and escalate suspicious activity for review.
• Prepare detailed investigation narratives that explain activity, risks, and disposition reasoning.
• Partner with stakeholders to ensure proper management of speculative complaints, errors or service gaps.
• Handle incoming cash reconciliations, entry adjustments, and resolve refund discrepancies.

Skills

Customer service

Billing & collections

Communication

Organizational skills

Attention to detail

Problem solving

Decision making

Adaptability

Tools

Google Suite

Excel

Jira

Tableau

Job description

Upgrade is seeking a Dispute Resolution Specialist to manage customer disputes across merchant and customer financing projects. You will support the Merchant Operations team, review narratives and contracts, and uphold Reg-E timelines while maintaining top-tier service.

The role emphasizes investigative storytelling, collaboration with stakeholders, and efficient cash reconciliation. A startup mindset and strong communication are essential for success in a fast-paced environment.