Customer Service Representative I

Upgrade is a fintech company that provides affordable and responsible credit, mobile banking, and payment products to everyday consumers. We were the fastest growing company in the Americas last year according to the Financial Times and Upgrade Card was the fastest growing credit card in America two years in a row. We have delivered over $31 billion in affordable and responsible credit to our 5M customers. The company is backed by some of the most prominent technology investors and was recently valued at $6.3B. We have built an energizing, collaborative and inclusive culture where team members help each other, learn and innovate to move the company and its customers in the right direction, and own the outcome of their efforts. Upgrade has been named a “Best Place to Work in the Bay Area” three years in a row, “Top Companies to work for in Arizona” and one of the "Best Engineering Department" awarded annually by Comparably. We've also received recognition 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 1600 talented and dedicated professionals. Come work with us if you like to tackle big problems and make a meaningful difference in people's lives. About the Role: Our Customer Service team is hiring for Customer Service Representatives. We are looking for detailed-oriented individuals to assist our customers over the phone with the loan application process from start to finish, including reviewing financial and identifying documents, assisting applicants over the phone, gathering additional documents and following up with applicants to verify financial information to recommend a decision for the loan application.   Our customer service representatives also assist with answering questions about Upgrade products, assisting customers with troubleshooting and technical assistance while delivering world class customer service. This is a dynamic role partnering with our customers to provide a best in class experience. Upgrade's Customer Service Representatives work on a world-class team that takes pride in creating delightful customer experiences and consistently raising the bar. This is a role for someone who considers themselves a self-starter, go-getter, and customer service guru.   Pay: $20.00/ hour   What You’ll Do:     Provide excellent customer service to inbound and outbound calls, totaling 100+ calls per day     Answer continuous inbound calls in the following departments: Customer Service, Application by Phone, and Verifications     Be an expert on our products and processes     Adapt to changing policy and procedures on a constant basis while maintaining high quality to your work     Review financial documents submitted by the borrower     Verify and calculate customer income     Detect suspicious and fraudulent loan applications     Meet and/or exceed production, quality, and customer service goals   What We Look For:     1+ years of customer service experience required     6+ months of high volume call center experience required     High school diploma or equivalent     Team oriented mindset     Attention to detail     Excellent verbal and written communication skills     Ability to multitask     Strong problem solving and analytical skills     Ability to thrive in a changing and fast-paced environment     Proficiency with Excel, Word, and Outlook     Reliability and people-oriented approach in your work ethic   Nice to Have:     Financial services experience     Knowledge of Zendesk or other CRM applications is a plus   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   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.