Application Specialist

Upgrade helps customers move in the right direction with affordable and responsible financial products. Since 2017, we’ve helped over 7.5 million customers access over $42 billion in consumer credit. With a relentless focus on improving our customers' financial well-being, we build products that put more money in their pocket and support their journey toward a better financial future. We’re backed by some of the most prominent technology investors and were most recently valued at $7.3B.

We’re consistently recognized for our collaborative and inclusive culture. Most recently, we were named one of the World’s Top Fintech Companies by CNBC, Best Places to Work by Built In, Best Places to Work by the San Francisco Business Times, America’s Greatest Workplaces by Newsweek, Best Startup Employer by Forbes, and Healthiest Employers by Phoenix Business Journal. 

We’re looking for new team members who get excited about designing and delivering new and better products. Come join us and help build a better financial future for millions of people.

About the Role

Our New Accounts team is hiring for Contact Advocates. We are looking for detailed-oriented individuals to assist our customers through the loan application process from start to finish. This includes filling out applications, requesting and reviewing financial or identifying documents, and following up with applicants in order to recommend a decision for the application.

Our Contact Advocates also assist with answering questions about products, troubleshooting technical issues, and de-escalating high-stress interactions while delivering world-class customer service. This is a dynamic role for a self-starter who is open to feedback and takes pride in creating delightful customer experiences.

What You'll Do:

• Provide excellent customer service to inbound and outbound interactions, totaling 100+ interactions per day while adhering to Universal Call guidelines.
• Answer continuous inbound interactions to complete applications from start to finish.
• Request and review financial documents submitted by the borrower as part of the final review process.
• Identify and escalate suspicious or fraudulent documents and applications to leadership.
• Meet and/or exceed production, quality (QA), CSAT, and FCR goals while adhering to your schedule.
• Troubleshoot technical issues and assist customers with product navigation.
• Professionally de-escalate high-stress interactions to ensure a positive customer resolution.
• Demonstrate efficient product knowledge and adapt to changing policies and procedures on a constant basis.

What We Look For:

• 1+ years of experience in banking, financial services, and/or related industry.
• High school diploma or equivalent required.
• Ability to calculate financial information accurately.
• Strong problem solving and analytical skills.
• Excellent verbal and written communication skills with a customer centric focus in de-escalation and empathy.
• Meticulous, detail-oriented approach to reviewing documents and processing applications.
• Team-oriented mindset with a high level of integrity.
• Ability to thrive in a changing and fast-paced environment.
• Proficient with Google Workspace (Gmail, Sheets, Docs)

Nice to Have:

• Education: College degree preferred
• Prior Experience: Previous contact center experience

• Great open office space
• Paid time off (PTO)
• 401K matching
• Medical, dental and vision insurance with employer paid options
• 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

#LI-Onsite

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.

Environmental & Working Conditions

• Work is performed indoors in a fast-paced environment that requires the ability to manage multiple priorities and meet established workflows, schedules, and service expectations.
• Employees regularly input, retrieve, and exchange information accurately using digital systems and applications to support operational and customer service objectives.
• The role requires the ability to receive and exchange information with customers, peers, supervisors, and cross-functional partners through available communication channels, which may include meetings, email, phone, and digital collaboration tools, and may involve real-time, verbal, or in-person exchanges depending on business need.
• Job duties may involve managing a high volume of inbound and/or outbound customer interactions and work activities using telecommunications and computer systems. The role requires the ability to read, analyze, and interpret information displayed on computer screens and remain in a working posture for extended periods, consistent with the demands of the position.
• Work may be performed in a contact center, office, or remote environment, depending on business needs and the nature of the role. Onsite work environments may include shared workspaces, standard office lighting, and moderate background noise typical of customer service or operational settings.
• Employees working remotely are responsible for maintaining a secure and productive workspace with reliable internet connectivity that supports company systems and safeguards the confidentiality of company and customer information.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position in accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws.

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. 

Upgrade does not accept unsolicited resumes from staffing agencies, search firms, or any third parties. Any resume submitted to any employee of Upgrade without a prior written agreement in place will be considered the property of Upgrade, and Upgrade will not be obligated to pay any referral or placement fee. Agencies must obtain advance written approval from Upgrade's Talent Acquisition department to submit resumes and only in conjunction with a valid, fully executed agreement. English is required for all positions, as it involves interacting with staff at Upgrade's offices worldwide.