Dispute Resolution & Fraud Risk Specialist (Hybrid)

Upgrade; Atlanta (GA); Hybrid; USD 65,000 - 88,000; Full time

Benefits offered by this job

Paid time off

401K matching

Medical, dental and vision insurance

Paid parking

New Hire Training Program

Wellness Incentive Program

Kitchen snacks & beverages

Job summary

Upgrade is seeking a Dispute Resolution Specialist in a hybrid Atlanta, GA role. You will engage with customers and merchants to investigate disputes, review contracts and evidence, and ensure timely resolutions while mitigating risk.

The role requires strong communication, attention to detail, and the ability to identify patterns indicating potential fraud or service gaps. As a part of Merchant Operations, you will prepare detailed narratives, escalate suspicious activity, and collaborate with

Qualifications

• 3+ years 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 ability to independently make decisions within guidelines
• Entrepreneurial mindset suitable for a fast-growing startup
• Familiarity with Google Suite, Excel, Jira, Tableau

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 and complying with Reg-E timeframes
• 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 business management regarding complaints, errors or service gaps
• Handle incoming cash reconciliations, entry adjustments, refund discrepancies

Skills

Customer service experience

Billing & collections understanding

Written & verbal communication

Organizational skills

Attention to detail

Problem solving

Independent decision making

Entrepreneurial mindset

Software proficiency (Google Suite, J

Excel, Jira, Tableau

Tools

Google Suite

Excel

Jira

Tableau

Job description

Upgrade is seeking a Dispute Resolution Specialist in a hybrid Atlanta, GA role. You will engage with customers and merchants to investigate disputes, review contracts and evidence, and ensure timely resolutions while mitigating risk.

The role requires strong communication, attention to detail, and the ability to identify patterns indicating potential fraud or service gaps. As a part of Merchant Operations, you will prepare detailed narratives, escalate suspicious activity, and collaborate with