About the Role:
As a Account Servicing Specialist, you will engage with our customers by phone and email providing the best in class service related to current status of accounts, payments and other concerns. You will be encouraged to collaborate with management and team members to accurately and efficiently assist our customers.
Start Date: Monday, February 17th 2024
Pay Rate: $21.00/ hour
Location: Downtown Phoenix, AZ (on-site only)
What You’ll Do:
- Interact with customers to answer questions, provide assistance, and process requests by phone and email
- Answer incoming customer calls regarding billing issues, service questions and general concerns
- Provide thorough and accurate documentation to customer accounts across our communication channels
- Identify areas of opportunity for optimizing results and improve customer satisfaction
- Contribute to the improvement of training and development on a daily basis
- Service accounts by investigating problems and finding resolutions to help overcome customer objections about payments while working towards solutions that best fit their needs
- Create a positive customer experience #customerserviceninja
- Maintain superior quality assurance results
- Come to work with a positive outlook contributing to Upgrade’s already enjoyable environment
What We Look For:
- 2+ years of call center customer service experience required
- 1+ years of experience in loan servicing and/or payment processing
- High School Diploma or equivalent required, Bachelor's or Associate's degree preferred
- Working knowledge and experience with FDCPA and FCRA regulations
- Excellent written and verbal communication
- Strong 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, professionalism, and persuasive communication skills
- Team oriented mindset #goteam
- Proficient in Microsoft Cloud based products and Google Workplace
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
Upgrade is a fintech unicorn founded in 2017. We are the fastest-growing company in the Americas (Financial Times). In the last five years, over 15 million people have applied for an Upgrade card or loan, and we have delivered over $10 billion in affordable and responsible credit. Our innovative Upgrade Card is the fastest growing credit card in America (Nilson Report). Combining the flexibility of a credit card with the low cost of an installment loan helps us redefine banking.
Upgrade has been named a “Best Place to Work in the Bay Area” three years in a row, one of the “Top Companies to work for in Arizona”, and we have received awards 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 900 talented and passionate professionals. Come join us if you like to tackle big problems and make a meaningful difference in people's lives.
Job Type: Full-time
Pay: $21.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Parental leave
- Vision insurance
Shift:
- 10 hour shift
- 8 hour shift
Work Location: In person