Auto Loan Servicing Specialist

Upgrade helps customers move in the right direction with affordable and responsible financial products. Since 2017, we’ve helped over 7.5 million customers access over $42 billion in consumer credit. We’re backed by prominent technology investors and were most recently valued at $7.3B. We’re consistently recognized for our collaborative and inclusive culture, including being named one of the World’s Top Fintech Companies by CNBC and Best Places to Work by Built In.

As an Auto Loan Account Specialist, you will engage with our customers by phone and email providing the best in class service related to current status of accounts, payments and other concerns. You will be encouraged to collaborate with management and team members to accurately and efficiently assist our customers.

• Interact with customers to answer questions, provide assistance, and process requests by phone and email.
• Complete welcome calls to new customers.
• Answer incoming customer calls regarding billing issues, service questions and general concerns.
• Provide thorough and accurate documentation to customer accounts across our communication channels.
• Identify areas of opportunity for optimizing results and improve customer satisfaction.
• Contribute to the improvement of training and development on a daily basis.
• Service accounts by investigating problems and finding resolutions to help overcome customer objections about payments while working towards solutions that best fit their needs.
• Create a positive customer experience.
• Maintain superior quality assurance results.

• 2+ years of customer service experience required.
• 1+ years of experience in auto/servicing collections.
• High School Diploma or equivalent required, Bachelor's or Associate's degree preferred.
• Working knowledge and experience with FDCPA and FCRA regulations.
• Excellent written and verbal communication.
• Strong analytical and problem solving skills.
• Demonstrated ability to multi-task and work in a fast-paced environment.
• Flexibility and ability to adapt to business needs.
• Capability of gaining customer loyalty through listening, relationship building, professionalism, and persuasive communication skills.
• Team oriented mindset.
• Proficient in Microsoft Cloud based products and Google Workplace.

$22.00/Hour

• Great open office space
• Paid time off (PTO)
• 401K matching
• Medical, dental and vision insurance with employer paid options
• 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 beverage

Work is performed indoors in a fast-paced environment that requires the ability to manage multiple priorities and meet established workflows, schedules, and service expectations. Employees regularly input, retrieve, and exchange information accurately using digital systems and applications. The role requires the ability to receive and exchange information with customers, peers, supervisors, and cross-functional partners through available communication channels. Job duties may involve managing a high volume of inbound and/or outbound customer interactions and work activities using telecommunications and computer systems. Work may be performed in a contact center, office, or remote environment, depending on business needs and the nature of the role. Employees working remotely are responsible for maintaining a secure and productive workspace with reliable internet connectivity.

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.