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Customer Service Representative



Customer Service
Phoenix, AZ, USA
Posted on Wednesday, May 22, 2024

Upgrade is a fintech company that provides affordable and responsible credit, mobile banking, and payment products to everyday consumers. We were the fastest growing company in the Americas last year according to the Financial Times and Upgrade Card was the fastest growing credit card in America two years in a row. We have delivered over $25 billion in affordable and responsible credit to our 2.7M customers. The company is backed by some of the most prominent technology investors and was recently valued at $6.3B.

We have built an energizing, collaborative and inclusive culture where team members help each other, learn and innovate to move the company and its customers in the right direction, and own the outcome of their efforts.

Upgrade has been named a “Best Place to Work in the Bay Area” three years in a row, “Top Companies to work for in Arizona” and one of the "Best Engineering Department" awarded annually by Comparably. We've also received recognition 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 1600 talented and dedicated professionals. Come work with us if you like to tackle big problems and make a meaningful difference in people's lives.

About the Role:

Our Customer Service team is hiring for Customer Service Representatives. We are looking for detailed-oriented individuals to assist our customers over the phone with the loan application process from start to finish, including reviewing financial and identifying documents, assisting applicants over the phone, gathering additional documents and following up with applicants to verify financial information to recommend a decision for the loan application.

Our customer service representatives also assist with answering questions about Upgrade products, assisting customers with troubleshooting and technical assistance while delivering world class customer service. This is a dynamic role partnering with our customers to provide a best in class experience. Upgrade's Customer Service Representatives work on a world-class team that takes pride in creating delightful customer experiences and consistently raising the bar. This is a role for someone who considers themselves a self-starter, go-getter, and customer service guru.

Pay: $20.00/ hour

What You’ll Do:

  • Provide excellent customer service to inbound and outbound calls, totaling 100+ calls per day
  • Answer continuous inbound calls in the following departments: Customer Service, Application by Phone, and Verifications
  • Be an expert on our products and processes
  • Adapt to changing policy and procedures on a constant basis while maintaining high quality to your work
  • Review financial documents submitted by the borrower
  • Verify and calculate customer income
  • Detect suspicious and fraudulent loan applications
  • Meet and/or exceed production, quality, and customer service goals

What We Look For:

  • 1+ years of customer service experience required
  • 6+ months of high volume call center experience required
  • High school diploma or equivalent
  • Team oriented mindset
  • Attention to detail
  • 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
  • Proficiency with Excel, Word, and Outlook
  • Reliability and people-oriented approach in your work ethic

Nice to Have:

  • Financial services experience
  • Knowledge of Zendesk or other CRM applications is a plus

What We Offer You:

  • Great open office space
  • Paid time off (PTO)
  • 401K matching
  • Comprehensive benefits package: Medical, dental, vision, life insurance & disability
  • 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 beverages


For California residents: Upgrade's California Notice at Collection and Privacy Policy describes our practices regarding the collection, use, and disclosure of the personal information of job applicants.

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.