Chargeback Specialist ($23-$26)

| Phoenix – Mesa – Scottsdale, AZ | Hybrid
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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 900 talented and passionate professionals. Come join us if you like to tackle big problems and make a meaningful difference in people's lives.


The Card Dispute 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're good at:

  • 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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • Apache GroovyLanguages
    • GolangLanguages
    • JavaLanguages
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • DockerFrameworks
    • GraphQLFrameworks
    • KafkaFrameworks
    • KubernetesFrameworks
    • Node.jsFrameworks
    • OAuthFrameworks
    • SpringFrameworks
    • TerraformFrameworks
    • AWS RedshiftDatabases
    • DynamoDBDatabases
    • ElasticsearchDatabases
    • PostgreSQLDatabases
    • AWS (Amazon Web Services)Services
    • TableauAnalytics
    • FigmaDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • UserlyticsDesign
    • ConfluenceManagement
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • JIRAManagement
    • HubSpotCRM
    • ZoomInfoLead Gen
    • Google HangoutsCollaboration
    • SlackCollaboration

An Insider's view of Upgrade, Inc.

How do you collaborate with other teams in the company?

I'm surrounded by so many smart, humble and passionate people, where I can learn and grow from everyday. With culture where everyone’s voice is valued and heard, this makes for a very collaborative and thriving workplace where you can grow. It is very empowering and it truly feels like we can achieve anything we, as a team, set our minds toward.

Nelson Lobo

Software Engineer

What are some things you learned at the company?

Since I started at Upgrade, I have been exposed to new technologies for test automation, infrastructure and code coverage, to name a few. I had some challenges in making our test framework more efficient and faster. This is another aspect of Upgrade that I love: there are always different projects to work on which means new learning opportunities.

Seti Momayez

QA Developer

What are Upgrade, Inc. Perks + Benefits

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
Team based strategic planning
Open office floor plan
Employee resource groups
Employee-led culture committees
Hybrid work model
In-person all-hands meetings
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Diversity employee resource groups
Health Insurance & Wellness Benefits
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Abortion travel benefits
Financial & Retirement
401(K)
401(K) matching
Upgrade offers up to 4% match after 90 days of employment.
Company equity
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Generous PTO
Paid holidays
Paid sick days
Flexible time off
Bereavement leave benefits
Hardship benefits
Office Perks
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Relocation assistance
Fitness stipend
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend

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