Supervisor, Merchant Disputes

About the Role:

Upgrade's contractor lending team is seeking a highly experienced and detail-oriented Merchant Disputes Supervisor to become a vital member of our dynamic organization. This critical role demands a professional with deep industry-level expertise in navigating the complexities of small business risk management. The ideal candidate will possess a comprehensive understanding of establishing and maintaining effective risk controls, efficiently managing and resolving various types of disputes, ensuring adherence to relevant regulatory compliance standards, meticulously developing and maintaining thorough documentation, optimizing operational processes for efficiency and risk mitigation, and upholding stringent quality assurance principles within the lending environment.

What You’ll Do: 

• Lead and manage a team of 4-5 dispute specialists handling disputes related to contractor projects & loans


• Master process workflows and systems, identify and provide feedback on roadblocks


• Recommend process improvements to streamline operations and mitigate losses


• Identify emerging dispute trends and develop risk mitigation strategies for Upgrade and its customers


• Develop metrics and KPI’s to assess the effectiveness of investigations and loss mitigation efforts


• Monitor and enhance team productivity through effective workforce management and performance metrics


• Provide training and constructive feedback to dispute specialists, ensuring adherence to best practices and thorough investigations


• Manage complex or escalated investigations 


• Collaborate with cross-functional teams to align dispute resolution efforts

What We Look For:

• 5+ years of experience in risk management, analytics, and dispute resolution


• Bachelor’s degree in Finance, Economics, Business Administration, or a related field


• Proven ability to analyze trends and identify opportunities for business improvement


• Strong leadership, problem-solving, and technical skills


• Ability to work cross-functionally in a fast-paced environment 


• Excellent attention to detail, communication and interpersonal skills


• Ability to build trust with your team and foster a culture of accountability


• Comfortable working in a dynamic environment with shifting priorities

Nice to Have:

• Working knowledge of SQL and Tableau  


• Experience in building dashboards and data visualizations

What We Offer You: 

• Competitive salary and stock option plan


• 100% paid coverage of medical, dental and vision insurance 


• Flexible vacation 


• Learning stipend for personal growth and development 


• Paid parental leave


• Health & wellness initiatives

#BI-Hybrid  #LI-Hybrid

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