Location: Phoenix

Employment Type: Full-Time

Team: Account Servicing

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.

We are currently seeking Collections Specialists with a focus in automotive collections for our Collections team. In this role you'll be interacting with our customers daily by phone and email providing superior service related to current status of accounts, payments and other concerns.

What you'll do

• Interacting with customers who are greater than 30 days past due, providing assistance by answering questions and process requests by phone
• Answer incoming customer calls regarding billing issues, service questions and general concerns
• Assist customers with disputes and inquires and reconciling payment history
• Perform creative skip tracing techniques to locate customers
• Provide thorough and accurate documentation to customer accounts through our communication channels
• Utilize judgment to analyze the customers ability to pay and establish a repayment plan
• Identifying areas of opportunity for optimizing results and improving customer satisfaction
• Be a daily key contributor to improving training and development
• Servicing accounts by investigating problems and finding resolutions to help overcome objections that customers may have about making payments and working towards solutions that best fit the customer needs, creating a positive customer experience
• Maintain superior quality assurance results
• Coming to work with a positive outlook contributing to Upgrade’s already enjoyable environment

What you have

• Excellent written and verbal communication combined with analytical and problem-solving skills
• Prior auto collections experience (required)
• 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
• Previous experience in a customer service, sales, or finance industry
• College experience, Associate’s or Bachelor's degree preferred
• Working knowledge of FDCPA and FCRA experience
• Team player seeking a fast-paced and challenging environment
• Proficient in Microsoft, Cloud based products and Google apps

COVID-19

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.

Benefits, Perks & the fun stuff:

-Great OPEN office environment!

-Conveniently located in the heart of Downtown Phoenix

-Comprehensive benefits package: Medical, dental, vision, life insurance & disability

-Paid parking or platinum pass

-Close to light rail and public transportation

-New Hire Training Program

-Wellness Incentive Program

-Paid time off (PTO)

-Kitchen stocked with beverages, snacks & treats

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.