Dispute Resolution & Risk Analyst

Upgrade, Inc.; Atlanta (GA); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Paid time off (PTO)

401K matching

Medical, dental and vision insurance

Paid parking

Job summary

Upgrade, Inc. is seeking a Dispute Resolution Specialist in Atlanta, GA to manage the dispute process for merchant and customer projects financed by Upgrade loans.

The role reports to Merchant Operations and emphasizes a customer-centric, compliant, and efficient dispute handling mindset. The position demands 3+ years in customer service, strong billing knowledge, and excellent communication, with a hybrid work arrangement in our Atlanta office.

Qualifications

• 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

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

Skills

Customer service

Billing and collections

Written and verbal communication

Organizational skills

Attention to detail

Problem solving

Independent decision making

Entrepreneurial mindset

Team player

Adaptability

Tools

Google Suite

Excel

Jira

Tableau

Job description

Upgrade, Inc. is seeking a Dispute Resolution Specialist in Atlanta, GA to manage the dispute process for merchant and customer projects financed by Upgrade loans.

The role reports to Merchant Operations and emphasizes a customer-centric, compliant, and efficient dispute handling mindset. The position demands 3+ years in customer service, strong billing knowledge, and excellent communication, with a hybrid work arrangement in our Atlanta office.