Team Lead, Auto Collections at Upgrade

Phoenix, Arizona, United States

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$58,240 – $58,240Compensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Financial ServicesIndustries

Requirements

6+ months in current role at Upgrade and in good performance standing (Internal, nice to have)
Willingness to go above and beyond for the team (nice to have)
Excellent written and verbal communication combined with analytical and problem-solving skills (nice to have)
Demonstrated ability to multi-task and work in a fast-paced environment (nice to have)
Flexibility and ability to adapt to business needs (nice to have)
Capability of gaining customer loyalty through listening, relationship building, and professional and persuasive communication skills (nice to have)

Responsibilities

Answer incoming customer calls and emails regarding billing issues, service questions, and general concerns through creative solutions
Contribute to improving training and development by assessing new hire performance and setting expectations and goals for the floor
Reinforce superior quality assurance results & best practices, and provide real-time coaching for the agents
Assist supervisors with elevated tasks
Come to work with a positive outlook, contributing to Upgrade’s existing environment
Engage with customers by phone and email providing best-in-class service related to the status of accounts, payments, and other concerns
Support the rest of the floor in elevated tasks
Work closely with Auto Customer Care Professionals and facilitate training and upskilling as areas of opportunity arise
Collaborate with management and team members to accurately and efficiently assist customers

Skills

Customer Service

Phone Support

Email Communication

Collections

Team Leadership

Training

Performance Assessment

Billing

Account Management

Customer Care

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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