Account Servicing Specialist

Upgrade is a fintech company that provides affordable and responsible credit, mobile banking, and payment products to everyday consumers. We were the fastest growing company in the Americas last year according to the Financial Times and Upgrade Card was the fastest growing credit card in America two years in a row. We have delivered over $33 billion in affordable and responsible credit to our 5.5M customers. The company is backed by some of the most prominent technology investors and was recently valued at $6.3B.

We have built an energizing, collaborative and inclusive culture where team members help each other, learn and innovate to move the company and its customers in the right direction, and own the outcome of their efforts.

Upgrade has been named a “Best Place to Work in the Bay Area” three years in a row, “Top Companies to work for in Arizona” and one of the "Best Engineering Department" awarded annually by Comparably. We've also received recognition 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 1850 talented and dedicated professionals. Come work with us if you like to tackle big problems and make a meaningful difference in people's lives.

About the Role:

As an Account Servicing Specialist, 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.

Start Date: Monday, November 4, 2024

Pay Rate: $21.00/ hour 

Location: Downtown Phoenix, AZ (on-site only)

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 call center 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.