# Dispute Resolution Specialist at Upgrade

- Company: Upgrade
- What the company does: Backed by USV.
- Company website: https://www.upgrade.com
- Type: Startups
- Level: Mid level
- Location: Atlanta
- Work setup: On-site
- Posted: 2026-09-16
- Apply by: 2026-10-31
- Apply: https://job-boards.greenhouse.io/upgrade/jobs/4734591005
- Page: https://www.1752.vc/careers/jobs/upgrade-dispute-resolution-specialist/

## About the role

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 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 they're looking for

- 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

Tags: Merchant Relations & Development