Location: Phoenix

Employment Type: Full-Time

Team: Operations

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 1300 talented and passionate professionals. Come join us if you like to tackle big problems and make a meaningful difference in people's lives.

The Banking Operations Specialist is part of the growing Business Programs department focusing on new and ongoing strategic initiatives that contribute to the success of the Phoenix Servicing Center. This role supports existing and new products, critical processes, and other initiatives vital to the success of Upgrade. The ideal candidate thrives in a workplace that is constantly changing due to rapid growth and brings a positive mindset to our team environment.

What you'll do:

• Support our existing customers by responding to their questions via phone, email, and chat.
• Support product rollouts and initiatives which includes contributing to the development of new processes and procedures.
• Accurate review, processing, and decisioning related to critical programs across multiple systems & products. (e.g. Rewards Checking, Mobile Check Deposit, Debit cards, etc.)
• Balance between customer communication (phone / chat / email) and system-based processing (estimated 75/25 split between communication time and time processing in the system).
• Provide excellent customer service in all customer interactions.
• Support operational policy and procedures by identifying and recommending improvements and updates to content.
• Support all other ongoing responsibilities assigned to the Business Programs team.
• Work hours may change to accommodate customer needs, this includes starting and finishing times as well as days worked.

What you're good at:

• 2+ years experience in banking customer service or servicing.
• Bring a flexible mindset – as a start up, we are growing quickly and you may need to adapt to changing policies and procedures while maintaining high quality standards.
• Positive attitude and willingness to work with teammates to accomplish tasks and responsibilities everyday.
• Excellent time management and work prioritization skills.
• Capable of completing assigned tasks with careful attention to detail.
• Ability to thrive in a fast-paced and changing environment with ease and with minimal supervision.
• Strong verbal and written communication skills.

Our office space exceeds OSHA and CDC guidelines for workspaces amidst COVID-19. This is an in-office job and work-from-home is not regularly offered.

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.

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.