Collections Specialist, Flex Pay

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.

 

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About the Role:

As a Collections Specialist working for the Flex Pay product, you will be the primary contact with clients, responsible for collecting outstanding payments. Your daily interactions with customers via phone and email will involve providing excellent service regarding account status, payments, and addressing any concerns. As an exclusive representative of Flex Pay, you will collaborate with Upgrade's exceptional Collections Specialists to create delightful experiences and consistently strive for improvement. Join forces with their top-notch team that is dedicated to raising the bar.

Pay: $22.00

Start Date: September 8th, 2025 

Schedule: Monday - Friday 8:00am - 5:00pm or 9:00am - 6:00pm

What You’ll Do:

• Engage with past due customers to resolve delinquency while maintaining a positive long-standing relationship with the customer
• Review, monitor, and engage with a high volume of customers per day
• Maintain accurate records of customer communication (i.e., promise to pay, payment arrangements)
• Efficiently assess and recommend action to borrowers concerning loan issues
• Make recommendations to management for loans needing additional attention
• Identify opportunities for improving results and customer satisfaction
• Contribute daily to training and development improvements
• Maintain high-quality assurance results
• Perform ad hoc duties as needed
• Foster a positive work environment by bringing a positive outlook to our companies' enjoyable atmosphere

What We Look For:

• Bachelor's or Associate's degree preferred
• 2+ years experience in financial services; consumer delinquency and first party collections or customer service experience preferred 
• Working knowledge of FDCPA and FCRA experience
• Strong ability to negotiate loan repayment plans
• Experience with handling of payment processing 
• Proficient in Microsoft, Cloud based products and Google apps
• Team player seeking a fast-paced and challenging environment
• Desire to improve borrowers’ financial situation but ability to make tough decisions
• Exceptional organizational skills and attention to detail 
• Aptitude for working independently while maintaining a team first mentality 
• Excellent written and verbal 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
  

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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.

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.