Dispute Resolution Specialist

📋 Description

• The Dispute Resolution Specialist is responsible for the customer dispute process involving merchant and customer projects financed using Upgrade's financing loans. Reporting to the Merchant Operations Department, this role will support the operational components of the Upgrade's product strategy and requires a positive, adaptable mindset.
• What You’ll Do:
• Communicate with customers and merchants as part of dispute investigations
• Review and investigate disputes with narratives, contracts and supporting evidence
• Identify patterns of fraud or servicing issues and escalate high-risk cases
• Prepare narratives explaining activity, risks, and case disposition
• Partner with stakeholders to address complaints, errors or service gaps
• Handle cash reconciliations and refund discrepancies

🎯 Requirements

• 3+ years experience in a customer service role or equivalent
• Understanding billing and collections (debits & credits)
• Excellent written and verbal communication
• Strong organizational and time-management skills
• Attention to detail; spot errors or inconsistencies
• Creative problem solving for customer and business needs
• Independent decision-making within established guidelines
• Entrepreneurial mindset in a fast-growing startup
• Proficiency with Google Suite, Excel, Jira, Tableau
• Team player with integrity

🎁 Benefits

• Competitive salary and stock options
• 100% paid medical, dental and vision insurance
• Flexible PTO
• Competitive 401(k) and RRSP program
• Opportunities for professional growth
• Paid parental leave
• Health and wellness initiatives