Account Servicing Specialist

Upgrade helps customers move in the right direction with affordable and responsible financial products. Since 2017, we’ve helped over 7 million customers access over $40 billion in consumer credit. With a relentless focus on improving our customers' financial well-being, we build products that put more money in their pocket and support their journey toward a better financial future. We’re backed by some of the most prominent technology investors and were most recently valued at $6.3B.

We’re consistently recognized for our collaborative and inclusive culture. Most recently, we were named one of the World’s Top Fintech Companies by CNBC, Best Places to Work by Built In, Best Places to Work by the San Francisco Business Times, America’s Greatest Workplaces by Newsweek, Best Startup Employer by Forbes, and Healthiest Employers by Phoenix Business Journal. 

We’re looking for new team members who get excited about designing and delivering new and better products. Come join us and help build a better financial future for millions of people.

About the Role:

As a Customer Service Advisor, Card Payment you will engage with our customers by phone and email providing the best in class service related to current status of accounts, payments and other concerns. You will be encouraged to collaborate with management and team members to accurately and efficiently assist our customers.Pay: $21.00/hour 

What You’ll Do: 

• Interact with customers to answer questions, provide assistance, and process requests by phone and email

• Answer incoming customer calls regarding billing issues, service questions and general concerns

• Provide thorough and accurate documentation to customer accounts across our communication channels

• Identify areas of opportunity for optimizing results and improve customer satisfaction

• Contribute to the improvement of training and development on a daily basis

• Service accounts by investigating problems and finding resolutions to help overcome customer objections about payments while working towards solutions that best fit their needs

• Create a positive customer experience #customerserviceninja

• Maintain superior quality assurance results

• Come to work with a positive outlook contributing to Upgrade’s already enjoyable environment

What We Look For:

• 2+ years of customer service experience required

• 1+ years of experience in loan servicing and/or payment processing

• High School Diploma or equivalent required, Bachelor's or Associate's degree preferred

• Working knowledge and experience with FDCPA and FCRA regulations

• Excellent written and verbal communication

• Strong analytical and problem solving skills

• Demonstrated ability to multi-task and work in a fast-paced environment

• Flexibility and ability to adapt to business needs

• Capability of gaining customer loyalty through listening, relationship building, professionalism, and persuasive communication skills

• Team oriented mindset #goteam

• Proficient in Microsoft Cloud based products and Google Workplace

What We Offer You: 

• Great open office space

• Paid time off (PTO)

• 401K matching

• Comprehensive benefits package: Medical, dental, vision, life insurance & disability

• Conveniently located in the heart of Downtown Phoenix close to light rail and public transportation

• Paid parking or platinum pass

• New Hire Training Program

• Wellness Incentive Program

• Kitchen fully stocked with snacks and beverages

#LI-Onsite

For California residents: Upgrade's California Notice at Collection and Privacy Policy describes our practices regarding the collection, use, and disclosure of the personal information of job applicants.

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.

Upgrade does not accept unsolicited resumes from staffing agencies, search firms, or any third parties. Any resume submitted to any employee of Upgrade without a prior written agreement in place will be considered the property of Upgrade, and Upgrade will not be obligated to pay any referral or placement fee. Agencies must obtain advance written approval from Upgrade's Talent Acquisition department to submit resumes and only in conjunction with a valid, fully executed agreement. English is required for all positions, as it involves interacting with staff at Upgrade's offices worldwide.