Chat Specialist, Online Support

Back to jobs New Chat Specialist, Online Support Phoenix Apply Upgrade helps customers move in the right direction with affordable and responsible financial products. Since 2017, we’ve helped over 7 million customers access over $40 billion in consumer credit. With a relentless focus on improving our customers' financial well-being, we build products that put more money in their pocket and support their journey toward a better financial future. We’re backed by some of the most prominent technology investors and were most recently valued at $6.3B. We’re consistently recognized for our collaborative and inclusive culture. Most recently, we were named one of the World’s Top Fintech Companies by CNBC, Best Places to Work by Built In, Best Places to Work by the San Francisco Business Times, America’s Greatest Workplaces by Newsweek, Best Startup Employer by Forbes, and Healthiest Employers by Phoenix Business Journal.  We’re looking for new team members who get excited about designing and delivering new and better products. Come join us and help build a better financial future for millions of people.   About the Role: We are looking for new team members who are excited about providing world class customer service via chat to join a team of just over 500 talented and passionate professionals. Come join us if you like to tackle big problems and make a meaningful difference in people's lives. Starting Pay: $23.00 Hiring Shift: Monday - Friday 10am - 7pm PST   What You'll Do: Answer chats from our customers via Genesys Provide a great customer experience with a high focus on CSAT, empathy and care. Handle all incoming chats with accuracy, detail, and timeliness Be an expert on our product and processes Bring a flexible mindset – you will be required to adapt 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 We Look For: 1+ years experience in the banking, financial services, or a related industry Writing test is required for this position Must be in current role for at least 4 months to qualify 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 Google Office 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 Nice to Have: BA/BS or higher in related field is a plus Knowledge of Genesys 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   #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 . English is required for all positions, as it involves interacting with staff at Upgrade's offices worldwide. 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 MyGreenhouse First Name * Last Name * Email * Phone Country * 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 have an Upgrade account? * 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 or have you ever worked for Upgrade? * 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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