Online Support Representative

| Phoenix – Mesa – Scottsdale, AZ | Hybrid
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Upgrade is a fintech unicorn founded in 2017. We are the fastest-growing company in the Americas (Financial Times). In the last five years, over 15 million people have applied for an Upgrade card or loan, and we have delivered over $10 billion in affordable and responsible credit. Our innovative Upgrade Card is the fastest growing credit card in America (Nilson Report). Combining the flexibility of a credit card with the low cost of an installment loan helps us redefine banking.


Upgrade has been named a “Best Place to Work in the Bay Area” three years in a row, one of the “Top Companies to work for in Arizona”, and we have received awards 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 900 talented and passionate professionals. Come join us if you like to tackle big problems and make a meaningful difference in people's lives.


We are looking for new team members who are excited about providing world class customer service via email, chat and phone 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.

What you'll do

  • Answer email from various departments via Zendesk
  • Provide a great customer experience via email
  • Handle all incoming faxes and process documents Handle manual processes for loan processes
  • Be an expert on our product and processes
  •  Bring a flexible mindset – you will be required to adopt 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
  • Verify and calculate customer income
  • Detect suspicious and fraudulent loan applications
  • 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 you have

  • 1+ years experience in the banking, financial services, or related industry
  • BA/BS or higher in related field is a plus
  • Customer Service Guru Team player
  • Detailed oriented
  • 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
  • Proficient with Excel, Word, and Outlook
  • Knowledge of Zendesk or other CRM applications is a plus
  • Knowledge of Slack or other communication tools
  • Previous chat experience a plus A sincere desire to help us create a best- in-industry Customer Service team

It gets better:

- Great OPEN office environment!

- Conveniently located in the heart of downtown Phoenix Close to light rail and public transportation

-New Hire Training Program

- Comprehensive benefits package: Medical, dental, vision, life insurance & disability -Wellness Incentive Program-

Paid parking

- Paid and vacation time

- Kitchen stocked with beverages, snacks & treats


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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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • Apache GroovyLanguages
    • GolangLanguages
    • JavaLanguages
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • DockerFrameworks
    • GraphQLFrameworks
    • KafkaFrameworks
    • KubernetesFrameworks
    • Node.jsFrameworks
    • OAuthFrameworks
    • SpringFrameworks
    • TerraformFrameworks
    • AWS RedshiftDatabases
    • DynamoDBDatabases
    • ElasticsearchDatabases
    • PostgreSQLDatabases
    • AWS (Amazon Web Services)Services
    • TableauAnalytics
    • FigmaDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • UserlyticsDesign
    • ConfluenceManagement
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • JIRAManagement
    • HubSpotCRM
    • ZoomInfoLead Gen
    • Google HangoutsCollaboration
    • SlackCollaboration

An Insider's view of Upgrade, Inc.

How do you collaborate with other teams in the company?

I'm surrounded by so many smart, humble and passionate people, where I can learn and grow from everyday. With culture where everyone’s voice is valued and heard, this makes for a very collaborative and thriving workplace where you can grow. It is very empowering and it truly feels like we can achieve anything we, as a team, set our minds toward.

Nelson Lobo

Software Engineer

What are some things you learned at the company?

Since I started at Upgrade, I have been exposed to new technologies for test automation, infrastructure and code coverage, to name a few. I had some challenges in making our test framework more efficient and faster. This is another aspect of Upgrade that I love: there are always different projects to work on which means new learning opportunities.

Seti Momayez

QA Developer

What are Upgrade, Inc. Perks + Benefits

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
Team based strategic planning
Open office floor plan
Employee resource groups
Employee-led culture committees
Hybrid work model
In-person all-hands meetings
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Diversity employee resource groups
Health Insurance & Wellness Benefits
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Abortion travel benefits
Financial & Retirement
401(K)
401(K) matching
Upgrade offers up to 4% match after 90 days of employment.
Company equity
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Generous PTO
Paid holidays
Paid sick days
Flexible time off
Bereavement leave benefits
Hardship benefits
Office Perks
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Relocation assistance
Fitness stipend
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend

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