Customer Service Advisor (Card Payment) - $21.00

| Phoenix – Mesa – Scottsdale, AZ | Hybrid
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Upgrade is a fintech company that helps everyday consumers move in the right direction with responsible financial products that put more money in their pockets. We were the fastest-growing company in the Americas in 2020 according to the Financial Times, and Upgrade Card is currently the fastest growing credit card in America according to the Nilson Report. In the last five years, over 25 million people have applied for an Upgrade card or loan, and we have delivered over $16 billion in affordable and responsible credit to consumers.  


Upgrade has been named a “Best place to work in Fintech”, “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 multiple awards for being one of the best companies to work for with respect to 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 1,250 talented and passionate professionals. Come join us if you like to tackle big problems and make a meaningful difference in people's lives.


Let us tell you more…


As a Customer Service Advisor (Card Payment), 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.


Current opportunities available:

-M-F 7am - 4pm

-M-F 8am - 5pm

-M-F 9am - 6pm

-M-F 10am - 7pm

What You Have

  • High School Diploma (or equivalent) required, Associate’s or Bachelor's degree preferred
  • Required: minimum of 2 years in a customer service role
  • Preferred: minimum 12 months experience in loan servicing and/or payment processing
  • Working knowledge and experience with FDCPA and FCRA regulations
  • Excellent written and verbal communication combined with 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 and professional and persuasive communication skills
  • Team player seeking a fast-paced and challenging environment #goteam
  • Proficient in Microsoft, Cloud based products and Google apps

What You'll Do

  • Interacting with customers to answer questions, provide assistance, and process requests by phone and email
  • Answer incoming customer calls regarding billing issues, service questions and general concerns
  • Provide thorough and accurate documentation to customer accounts through our communication channels
  • Identifying areas of opportunity for optimizing results and improving customer satisfaction.
  • Be a daily key contributor to improving training and development
  • Servicing accounts by investigating problems and finding resolutions to help overcome objections that customers may have about making payments and working towards solutions that best fit the customer needs, creating a positive customer experience #customerserviceninja
  • Maintain superior quality assurance results
  • Coming to work with a positive outlook contributing to Upgrade’s already enjoyable environment

COVID-19 Notice: This role takes place in our Downtown Phoenix office. The space exceeds recommendations from CDC to ensure a safe workplace amidst COVID-19.


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.

-Paid parking or platinum pass

-Wellness Incentive Program 

-Paid time off (PTO)

-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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