Dispute & Risk Resolution Specialist

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

Benefits offered by this job

PTO

401K matching

Medical insurance

Dental insurance

Vision insurance

Paid parking

New Hire Training Program

Wellness Incentive Program

Snacks and beverages

Job summary

Upgrade is seeking a Dispute Resolution Specialist to manage the customer dispute process for merchant and customer financing projects. The role reports to the Merchant Operations Department and emphasizes a positive, adaptable mindset within our collaborative culture.

Responsibilities include investigating disputes, communicating with customers and merchants, identifying fraud patterns, preparing clear narratives, and coordinating with stakeholders to remediate issues and ensure accurate cash

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 guidelines
• Entrepreneurial mindset and adaptability in a fast-growing startup environment
• Proficiency with Google Suite, Excel, Jira, and Tableau

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 escalate suspicious activity for review
• Prepare detailed investigation narratives that explain activity, risks, and reasoning for case disposition
• Partner with stakeholders to ensure proper business management and address complaints or service gaps
• Handle incoming cash reconciliations, entry adjustments, and refund discrepancy resolutions

Skills

Customer service

Dispute investigations

Communication

Organizational skills

Attention to detail

Problem solving

Adaptability

Team player

Tools

Jira

Tableau

Google Suite

Excel

Job description

Upgrade is seeking a Dispute Resolution Specialist to manage the customer dispute process for merchant and customer financing projects. The role reports to the Merchant Operations Department and emphasizes a positive, adaptable mindset within our collaborative culture.

Responsibilities include investigating disputes, communicating with customers and merchants, identifying fraud patterns, preparing clear narratives, and coordinating with stakeholders to remediate issues and ensure accurate cash