Online Support Specialist

Back to jobs New Online Support Specialist 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: We are looking for new team members who are excited about providing world class customer service via phone, chat and email to join a team of just over 50 talented and passionate professionals. In this role, you will communicate with both internal and external customers so confidentiality is of the utmost importance.  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 Verify and calculate customer income Detect suspicious and fraudulent loan applications 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   What We Look For: 1+ years experience in the banking, financial services, or a related industry Customer Service expertise Team player Detailed oriented 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 Proficient with Excel, Word, and Outlook Knowledge of Slack or other communication tools Nice to Have: BA/BS or higher in related would be a plus Knowledge of Zendesk or other CRM applications is a plus Previous chat experience 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 #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? (Ethnicity) Select... What is your veteran status? Select... What is your disability status? Select... Submit application