Auto Special Cases Coordinator

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.

About the Role:

The Auto Special Cases Coordinator handles highly sensitive and specialized customer interactions related to potential straw purchases, deceased customer notifications, and vehicle reinstatement/redemption requests. This role requires outstanding communication, empathy, and meticulous documentation to ensure compliance with company policies and state/federal regulations while supporting customers through complex situations. Partner with the sales and credit team on the front end in certain situations for assistance on resolution.

What You’ll Do:

• Conduct detailed conversations when potential straw purchase or fraudulent activity is identified.
• Collect, review, and escalate documentation for ownership verification.
• Educate customers on policy and regulatory requirements around eligibility and ownership.
• Collaborate with Fraud Operations, Titles, Legal, and Collections to resolve cases promptly.
• Serve as the primary point of contact for family members, executors, and authorized representatives.
• Provide compassionate guidance on obligations, estate processes, and next steps.
• Request required documents (e.g., death certificates, letters testamentary).
• Coordinate account updates and lien/title resolution with internal partners.
• Explain reinstatement/redemption options, timelines, and documentation following repossession.
• Accurately calculate and communicate amounts due; ensure proper notices are issued.
• Partner with Remarketing, Titles, and Collections to confirm compliance prior to release.
• Track vehicle availability, storage fees, and pickup logistics; document all customer commitments.

What We Look For:

• High school diploma or equivalent required; Associate’s/Bachelor’s preferred.
• 2+ years in auto finance collections
• Working knowledge of repossession laws, UDAAP, and relevant state/federal regulations.
• Excellent written and verbal communication; able to manage difficult conversations with professionalism.
• Strong organization and documentation skills; proficient with case management systems.
• Proven judgment in escalated and compliance-sensitive situations.

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.

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.