Team Lead, Collections
Upgrade
This job is no longer accepting applications
See open jobs at Upgrade.See open jobs similar to "Team Lead, Collections" Coatue Management.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 $33 billion in affordable and responsible credit to our 5.5M 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 1850 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:
As a Collections Team Lead, you will engage with our customers by phone and email providing the best-in-class service related to the status of accounts, payments and other concerns, while simultaneously supporting the rest of the floor in elevated tasks. You will be encouraged to collaborate with management and team members to accurately and efficiently assist our customers.
What You’ll Do:
- When needed, answer incoming customer calls and emails regarding billing issues, service questions and general concerns
- Be a daily key contributor to improving training and development by assessing new hire performance and setting expectations
- Share your wealth of knowledge with the rest of the floor to improve team-performance and reinforce best practices
- Reinforce superior quality assurance results and provide real-time coaching for the agents -Help set and maintain goals for the floor
- Assist supervisors with elevated tasks
- Coming to work with a positive outlook contributing to Upgrade’s already enjoyable environment
- Work to resolve customer escalations by building rapport and finding creative solutions
What We Look For:
- 6+ months in current role at Upgrade and in good performance standing
- Willingness to go above and beyond for the team
- 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
- Prior Collections experience is preferred
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 beverage
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.
This job is no longer accepting applications
See open jobs at Upgrade.See open jobs similar to "Team Lead, Collections" Coatue Management.