Customer Service Representative

Back to jobs Customer Service Representative Phoenix Apply 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 $33 billion in affordable and responsible credit to our 5.5M 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 1850 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.    Pay: $20.00/ hour Start Date: June 16th, 2025 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) Competitive 401(k) program   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 #LI-Onsite For California residents: Upgrade's California Notice at Collection and Privacy Policy describes our practices regarding the collection, use, and disclosure of the personal information of job applicants. 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. Upgrade does not accept unsolicited resumes from staffing agencies, search firms, or any third parties. Any resume submitted to any employee of Upgrade without a prior written agreement in place will be considered the property of Upgrade, and Upgrade will not be obligated to pay any referral or placement fee. Agencies must obtain advance written approval from Upgrade's Talent Acquisition department to submit resumes and only in conjunction with a valid, fully executed agreement . Create a Job Alert Interested in building your career at Upgrade? Get future opportunities sent straight to your email. Create alert Apply for this job * indicates a required field Autofill with Greenhouse First Name * Last Name * Email * Phone * Resume/CV * Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf Cover Letter Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf LinkedIn Profile Website Do you currently or have you ever worked for Upgrade? * Select... This role will be in person at our Phoenix Servicing Center in Downtown Phoenix. Are comfortable working on-site full-time? Select... Do you currently have an Upgrade account? * Select... Would you like us to contact you via text message with updates about your applications, including interview reminders? If you select yes, we are authorized to text you at the number provided. Message and data rates may apply. See Terms and Conditions of SMS. * Select... See Terms and Conditions of SMS. Demographic Questions & Categorizations Upgrade is dedicated to building a diverse team and an inclusive culture. We believe that it’s crucial to Upgrade’s long-term success to create an environment where all employees feel like they belong and have an equal opportunity to succeed. For this reason, we are asking candidates to voluntarily self-identify through a few demographic questions. Our purpose in collecting this information is to help us assess our outreach efforts and diversity representation goals. Your responses will not be linked to your identity or your application, and neither recruiters nor hiring managers can see this information at an individual level. Your responses are stored in the aggregate and will not play any role in our hiring decision.  Your decision to participate or not participate in this survey will have no impact on your candidacy at Upgrade. How you do you identify? (Gender identity) Select... Do you identify as LGBTQ+? Select... How do you identify? 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