Chat Specialist, Online Support

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:

We are looking for new team members who are excited about providing world class customer service via online chat. 

What You'll Do:

• Answer chats from our customers via Genesys
• Provide a great customer experience with a high focus on CSAT, empathy and care.
• Handle all incoming chats with accuracy, detail, and timeliness
• Be an expert on our product and processes
• Bring a flexible mindset – you will be required to adapt to changing policy and  procedures on a constant basis while maintaining a high quality to your work
• Provide exceptional external and internal customer service
• Review financial documents submitted by borrower
• Meet or exceed production, quality, and customer service goals
• Punctual and consistent attendance is required. Must be available for overtime, holidays or weekend hours as needed
• Perform other related duties as needed

What We Look For:

• 1+ years experience in the banking, financial services, or a related industry
• Writing test is required for this position
• Must be in current role for at least 4 months to qualify
• Account Servicing Guru; Team player
• Detailed oriented
• Excellent verbal and written communication skills
• Excellent grammar and punctuation
• Ability to identify process improvements and make recommendations
• Ability to multitask
• Strong problem solving and analytical skills
• Ability to thrive in a changing and fast-paced environment
• Proficient with Google Office
• Knowledge of Slack or other communication tools
• Previous chat experience a plus and sincere desire to help us create a best- in-industry Customer Service team

Nice to Have:

• BA/BS or higher in related field is a plus
• Knowledge of Genesys is a plus

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

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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.