Location: Phoenix

Employment Type: Full-Time

Team: Operations

Upgrade is a fintech unicorn founded in 2017. We are the fastest-growing company in the Americas (Financial Times). In the last five years, over 15 million people have applied for an Upgrade card or loan, and we have delivered over $10 billion in affordable and responsible credit. Our innovative Upgrade Card is the fastest growing credit card in America (Nilson Report). Combining the flexibility of a credit card with the low cost of an installment loan helps us redefine banking.

Upgrade has been named a “Best Place to Work in the Bay Area” three years in a row, one of the “Top Companies to work for in Arizona”, and we have received awards 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 1300 talented and passionate professionals. Come join us if you like to tackle big problems and make a meaningful difference in people's lives.

The Chargeback Specialist is part of the new and exciting Business Programs department which focuses on new and ongoing strategic initiatives to support the success of the Phoenix Servicing Center as a whole. Reporting into the Business Programs Team, this role supports new product rollouts, critical processes, and other initiatives of the Business Programs department. The ideal candidate brings a positive mindset to our team environment and embodies the pillars of the Phoenix Service Center (Supporting scalable and efficient growth, Providing caring customer experiences, Operating with integrity, Building flexible talent, and engaged teams).

What You'll Do

• Responsible for the customer communications, research, and processing of disputes and chargebacks for relevant Upgrade products including the Upgrade Card.
• Displays knowledge of and ensures compliance with Regulations E and Z
• Drives the buildout and maintenance of procedures, reporting, and proper documentation of the dispute process
• Identifies patterns and trends in fraudulent activity and proactively communicates with key stakeholders
• Accurate review, processing, and decisions related to critical programs in multiple systems
• Provide excellent customer service to all customer interactions.

What You Have:

• 3 years of experience in a customer service role required.
• Experience with merchant and banking disputes preferred
• Experience in card servicing strongly preferred
• Experience with Regulation E or Z strongly preferred
• Bring a flexible 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
• Positive attitude and willingness to work with teammates on accomplishing tasks and responsibilities on an ongoing basis
• Excellent time management and work prioritization skills
• Capable of completing assigned tasks with careful attention to detail
• Ability to thrive in a fast-paced and changing environment with ease and with minimal supervision
• Strong verbal and written communication skills
• (Internal) Proven track record of meeting and exceeding production and quality expectation

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.