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. We have delivered over $24 billion in affordable and responsible credit over the last 5 years. 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 join 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
Available Schedule: Monday - Friday 10:00 AM - 7:00 PM
$500 Sign On Bonus (Must be available to start by November 6, 2023)
Signing Bonus Requirement: The Company agrees to pay you a one-time cash signing bonus in an amount equal to $500 gross, payable upon the Company’s first regular payroll date following the first pay period after 90 days of employment and is subject to all applicable tax reporting and withholding requirements. You must be in good standing with performance and attendance standards at the time of pay out.
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
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.
Notice to California-based Candidates for Employment. This California Candidate Privacy Notice is intended to provide information about how Upgrade collects and uses personal information to California consumers who apply for employment with Upgrade If you are employed by Upgrade, refer to the Employee Handbook for additional information. For any questions about this notice, please contact ccpa@upgrade.com.
Personal Information Upgrade Collects:
Identifiers Including name, address, email, telephone number, social security number, driver license number, passport number, and other personal identifying information. Characteristics of protected classifications under California or federal law, including demographic information and other personal information obtained during the application process, such as gender, race, national origin . Professional or employment-related information, such as salary/compensation and benefits packages, other relocation or job preferences, prior background, experience, skills, and other information in support of your application, reference information, other information obtained through background checks, including employment, credit, and criminal history. Education Information. Any other information you provide as a part of recruitment, job application, or interview process.
Purposes for Collecting Personal Information:
To consider qualifications, skills, and interest for employment . To communicate with you during the recruitment and interview process. To conduct background checks and verify your information if you are offered employment . To provide compensation, including payroll, and administer stock options and benefits, including medical, dental, vision, commuter, and retirement benefits. To provide human resources services and conduct performance evaluations. To monitor work eligibility including work-related licenses, credentials, training, and eligibility to work in the United States. To improve recruitment and interview processes and ensure a safe and efficient working environment. To comply with applicable legal or regulatory requirements including state and federal company reporting obligations.
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.
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