Customer Service, Flex Pay at Upgrade

Phoenix, Arizona, United States

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$43,680 – $43,680Compensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Fintech, Financial ServicesIndustries

Requirements

Bachelor's or Associate's degree preferred
1+ years experience in customer support or customer retention role, with extensive experience in phone and email communication
6+ months of high volume call center experience required
Financial services and travel industry experience preferred
Strong attention to detail
Excellent verbal and written communication skills
Strong problem solving and analytical skills
Team player seeking a fast-paced and challenging environment
Ability to thrive in a fast paced, changing environment
Demonstrated ability to multi-task and work in a fast-paced environment
Proficient in Microsoft, Cloud based products and Google apps

Responsibilities

Provide superior customer care through prompt, courteous, and professional answering of calls, emails, chats, and SMS/text messages
Aim to consistently exceed customer expectations by finding the best solutions for any problem
Provide thorough and accurate documentation to customer accounts across our communication channels
Identify areas of opportunity for optimizing results and improve customer satisfaction
Become an expert on all applicable tools and systems
Service accounts by investigating problems and finding resolutions to help overcome customer objections about payments while working towards solutions that best fit their needs
Build and maintain collaborative relationships with all team members
Meet and/or exceed production, quality, and customer service goals
Be an expert on our products and processes
Adapt to changing policies and procedures on a constant basis while maintaining high quality to your work

Skills

Key technologies and capabilities for this role

Customer ServicePhone SupportEmail SupportLive ChatSMS SupportProblem Solving

Questions & Answers

Common questions about this position

What is the pay for the Customer Service Representative role?

The pay is $21.00 per hour.

Is this a full-time position, and what are the hours?

Yes, this is a full-time position requiring 40 hours per week.

What experience and skills are required for this role?

Requirements include 1+ years in customer support or retention with extensive phone and email experience, 6+ months of high volume call center experience, and strong attention to detail. Bachelor's or Associate's degree is preferred, along with financial services and travel industry experience.

What is the company culture like at Upgrade?

Upgrade has a collaborative and inclusive culture, consistently recognized as one of the Best Places to Work by Built In, San Francisco Business Times, Newsweek, Forbes, and others.

What makes a strong candidate for this Customer Service role?

Strong candidates have call center experience, go the extra mile for customers, uphold company values, build collaborative relationships, and adapt to changing policies while meeting production and quality goals.

Upgrade

Provides loans, credit cards, and rewards

About Upgrade

Upgrade offers personal loans, credit cards, and rewards checking accounts to help individuals manage their finances. Their personal loans allow borrowing up to $50,000 with fixed rates and no prepayment penalties, while the Upgrade Card provides cash back rewards on various spending categories. What makes Upgrade different is its focus on affordability and user-friendly features, attracting customers looking for flexible credit solutions. The company's goal is to promote responsible financial behavior and long-term financial health through accessible credit options.

San Francisco, CaliforniaHeadquarters

2016Year Founded

$532.1MTotal Funding

SERIES_FCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401(k) Company Match

Unlimited Paid Time Off

Paid Parental Leave

Health & wellness initiatives

Risks

Expansion into auto loans increases exposure to credit risk.

Crowded BNPL market may pressure margins for Uplift acquisition.

Investment in new office space may strain resources if growth falters.

Differentiation

Upgrade offers a unique blend of credit and banking products.

The Secured OneCard targets consumers with little or no credit history.

Partnership with FairPlay enhances fairness in lending practices.

Upsides

Expansion into auto loans diversifies Upgrade's product offerings.

Acquisition of Uplift strengthens Upgrade's position in travel financing.

Partnership with Finturf enhances home improvement financing options.

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