Account Servicing Professional
1 week ago
About Upgrade, Inc.
Upgrade, Inc. is a cutting-edge fintech company that offers innovative financial solutions to individuals and families. Our goal is to provide accessible and responsible credit, mobile banking, and payment products that cater to the diverse needs of our customers. We are committed to delivering exceptional customer service and support through our dedicated team of professionals.
We are seeking an experienced Phone Support Specialist to join our team. As a Phone Support Specialist, you will be responsible for engaging with customers via phone and email to address their inquiries, resolve issues, and provide general assistance. You will work closely with our management team and colleagues to ensure seamless communication and resolution of customer concerns.
About the RoleIn this role, you will interact with customers by phone and email to answer questions, provide assistance, and process requests. You will also collaborate with our team to identify areas for improvement and optimize results. Additionally, you will contribute to the development and implementation of training programs to enhance our customer service skills.
Key Responsibilities- Interact 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 across our communication channels
- Identify areas of opportunity for optimizing results and improve customer satisfaction
- Contribute to the improvement of training and development on a daily basis
- Service accounts by investigating problems and finding resolutions to help overcome customer objections about payments while working towards solutions that best fit their needs
- Create a positive customer experience
- Maintain superior quality assurance results
- 2+ years of call center customer service experience required
- 1+ years of experience in loan servicing and/or payment processing
- High School Diploma or equivalent required, Bachelor's or Associate's degree preferred
- Working knowledge and experience with FDCPA and FCRA regulations
- Excellent written and verbal communication
- Strong 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, professionalism, and persuasive communication skills
- Team-oriented mindset
- Paid time off (PTO)
- 401K matching
- Comprehensive benefits package: Medical, dental, vision, life insurance & disability
- New Hire Training Program
- Wellness Incentive Program
Location: Downtown Phoenix, AZ (on-site only)
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