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 looking for new team members who are excited about providing world class customer service via email , chat , and phone to join a team of just over 900 talented and passionate professionals. Come join us if you like to tackle big problems and make a meaningful difference in people's lives.

What you'll do

• Answer email from various departments via Zendesk
• Provide a great customer experience via email
• Handle all incoming faxes and process documents Handle manual processes for loan processes
• Be an expert on our product and processes
• Bring a flexible mindset – you will be required to adopt to changing policy and procedures on a constant basis while maintaining a high quality to your work
• Provide exceptional external and internal customer service
• Review financial documents submitted by borrower
• Meet or exceed production, quality, and customer service goals
• Punctual and consistent attendance is required. Must be available for overtime, holidays or weekend hours as needed
• Perform other related duties as needed

What you have

• 1+ years experience in the banking, financial services, or a related industry
• BA/BS or higher in related field is a plus
• Account Servicing Guru; Team player
• Detailed oriented
• Excellent verbal and written communication skills
• Excellent grammar and punctuation
• Ability to identify process improvements and make recommendations
• Ability to multitask
• Strong problem solving and analytical skills
• Ability to thrive in a changing and fast-paced environment
• Proficient with Excel, Word, and Outlook
• Knowledge of Zendesk or other CRM applications is a plus
• Knowledge of Slack or other communication tools
• Previous chat experience a plus and sincere desire to help us create a best- in-industry Customer Service team

It gets better:

- Great OPEN office environment!

- Conveniently located in the heart of downtown Phoenix Close to light rail and public transportation

- Opportunity for advancement

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

- Wellness Incentive Program

- Paid parking

- Paid and vacation time

- 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.