Dispute Resolution & Risk Investigator

Warmada; Atlanta (GA); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Paid time off

401K matching

Medical, dental and vision insurance

Paid parking or platinum pass

New Hire Training Program

Wellness Incentive Program

Kitchen fully stocked with snacks and,

snacks and beverages

Job summary

Upgrade is seeking a Dispute Resolution Specialist to support the customer dispute process for merchant and customer financing projects. Reporting to Merchant Operations, you will assist in investigating disputes, ensuring Reg-E compliance, and delivering strong customer service.

The ideal candidate has 3+ years in customer service, understands billing and collections, and can spot fraud patterns. You will collaborate with stakeholders and manage cash reconciliations, adjustments, and refunds as

Qualifications

• 3+ years of experience in a customer service role.
• Fundamental understanding of billing and collections processes with 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 and adaptability in a startup environment.
• Proficiency with Google Suite, Excel, Jira, Tableau.

Responsibilities

• Communicate with customers and merchants during dispute investigations.
• Review disputes including narratives, contracts and evidence while delivering excellent service within Reg-E timelines.
• Identify patterns of potentially fraudulent activity or loan servicing issues and escalate.
• Prepare detailed narratives explaining activity, risks and disposition of cases.
• Partner with stakeholders to ensure proper management of speculative complaints or service gaps.
• Handle incoming cash reconciliations, entry adjustments, and refund discrepancies.

Skills

Customer service

Communication

Problem solving

Attention to detail

Time management

Organizational skills

Critical thinking

Entrepreneurial mindset

Tools

Google Suite

Excel

Jira

Tableau

Job description

Upgrade is seeking a Dispute Resolution Specialist to support the customer dispute process for merchant and customer financing projects. Reporting to Merchant Operations, you will assist in investigating disputes, ensuring Reg-E compliance, and delivering strong customer service.

The ideal candidate has 3+ years in customer service, understands billing and collections, and can spot fraud patterns. You will collaborate with stakeholders and manage cash reconciliations, adjustments, and refunds as