Auto Collections 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:

The Auto Collections Specialist is responsible for managing and collecting on delinquent auto finance accounts. This role involves contacting customers to resolve overdue payments, negotiating repayment plans, and providing exceptional customer service. The ideal candidate will possess excellent communication skills, a strong attention to detail, and the ability to work in a fast-paced environment. Complete and support additional tasks as business needs calls for.

Pay Rate: $23.00/ hour 
Training Schedule: Monday - Friday 8:00am - 5:00pm (4 to 5 weeks on-site training)
Location: Downtown Phoenix, AZ (on-site only)

What You'll Do:

• Monitor assigned accounts to identify outstanding debts.
• Review and analyze customer payment histories and current account status.
• Maintain accurate and up-to-date records of all collection activities and customer interactions.
• Initiate and handle inbound and outbound collection calls in a professional manner.
• Utilize multiple communication channels, including phone, email, and mail, to contact customers regarding delinquent accounts.
• Provide information to customers about their account status, payment options, and the consequences of non-payment.
• Negotiate repayment plans and payment schedules that are feasible for customers and acceptable to the company.
• Assist customers in resolving disputes and providing solutions to prevent further delinquencies.
• Collaborate with the collections team to develop strategies for difficult or complex accounts.
• Ensure all collection activities comply with federal, state, and local regulations, including Fair Debt Collection Practices Act (FDCPA).
• Prepare and submit regular reports on the status of delinquent accounts and collection activities. Keep up to date with changes in collection laws and best practices.

What We Look For:

• High school diploma or equivalent required; Associate's or Bachelor’s degree in Finance, Business, or related field preferred.
• Proven experience in collections, preferably in auto finance or a related industry.
• Strong negotiation, communication, and interpersonal skills.
• Proficient in Microsoft Office Suite and collections management software.
• Knowledge of federal and state laws governing debt collection practices.
• Ability to handle stressful situations and difficult conversations with customers.
• High level of integrity and confidentiality.
• Excellent organizational and time management skills

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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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.