Online Support Specialist, Deposit Servicing

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 phone, chat, and email to join a team of talented and passionate professionals. In this role, you will communicate with both internal and external customers with the utmost confidentiality and professionalism.

Pay: $21.50

Hiring Shift:
Saturday - Tuesday 6:00am - 5:00pm PST 
Wednesday - Saturday 6:00am - 5:00pm PST 

What You’ll Do: 

• Provide a great virtual customer experience via phone, email, and chat for external customers and employees of Upgrade 
• Utilize both our Genesys and Zendesk systems to communicate with customers
• Handle all incoming and outgoing communications with accuracy, detail, and timeliness
• Be an expert on our product and processes 
• Adapt to changing policies and procedures on a constant basis while maintaining a high quality to your work
• Bring a flexible mindset – Needed coverage areas can change with the ups and downs of our volume 
• Review a multitude of documents submitted by customers with confidentiality and professionalism
• Meet or exceed production, quality, and customer service goals 
• Maintain strong attendance while having the flexibility to work overtime, holidays or weekend hours as needed 
• Perform other related duties as needed 

What We Look For: 

• 4+ months in you current role
• Willingness to go above and beyond for the team
• Excellent written and verbal communication combined with 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, and professional and persuasive communication 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

#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.