Dispute Resolution Specialist

Upgrade is a fintech company that provides affordable and responsible credit, mobile banking, and payment products to everyday consumers. We were the fastest growing company in the Americas last year according to the Financial Times and Upgrade Card was the fastest growing credit card in America two years in a row. We have delivered over $33 billion in affordable and responsible credit to our 5.5M customers. The company is backed by some of the most prominent technology investors and was recently valued at $6.3B.

We have built an energizing, collaborative and inclusive culture where team members help each other, learn and innovate to move the company and its customers in the right direction, and own the outcome of their efforts.

Upgrade has been named a “Best Place to Work in the Bay Area” three years in a row, “Top Companies to work for in Arizona” and one of the "Best Engineering Department" awarded annually by Comparably. We've also received recognition for being a best company for Diversity, Women, Culture, and Veterans.

We are looking for new team members who get excited about designing and delivering new and better products to join a team of 1850 talented and dedicated professionals. Come work with us if you like to tackle big problems and make a meaningful difference in people's lives.

About the Role:

The Dispute Resolution Specialist is responsible for the customer dispute process involving home improvement projects financed using Upgrade home improvement loans. Reporting to the Merchant Operations Department, this individual will play a key role in the support and operational components of the Upgrade's product strategy. The ideal candidate brings a positive and adaptable mindset to our team environment.

What You’ll Do:

• Responsible for communicating with customers and merchants as part of the dispute investigation, resolution, collections and risk mitigation process. 
• Responsible for thoroughly reviewing and investigating disputes including narratives, contracts, and supporting evidence, while delivering exceptional customer service and complying with Reg-E timeframes.
• Identifies 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
• Fundamental understanding of billing and collections processes as well as transactions involving debits and credits
• Responsible for Incoming cash reconciliations, entry adjustments, identifying and resolving refund discrepancies

What We Look For:

• 3+ years of experience in a customer service role or equivalent role
• 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 

What We Offer You: 

• 100% paid coverage of medical, dental, and vision insurance 
• Paid time off (PTO)
• Opportunities for professional growth and development 
• 401k matching
• Health & wellness initiatives

#BI-Hybrid  #LI-Hybrid

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We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.