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Client Account Support Specialist
2 months ago
About Upgrade, Inc.:
Upgrade is a leading fintech organization dedicated to offering accessible and responsible credit, mobile banking, and payment solutions to everyday consumers. We pride ourselves on our rapid growth and have established ourselves as a prominent player in the financial technology sector. Our commitment to delivering over $31 billion in responsible credit to our customers reflects our dedication to improving financial well-being.
Our workplace fosters a vibrant, collaborative, and inclusive culture where team members support one another, innovate, and take ownership of their contributions. We have received accolades for being a top employer in various categories, including diversity and workplace culture.
Role Overview:
As a Client Account Support Specialist, you will be the first point of contact for our customers, providing exceptional service via phone and email regarding their account inquiries, payment statuses, and other concerns. You will work closely with management and colleagues to ensure efficient and accurate assistance for our customers.
Key Responsibilities:
- Engage with customers to address inquiries, provide assistance, and process requests through various communication channels.
- Handle incoming customer calls related to billing, service inquiries, and general account concerns.
- Maintain detailed and accurate documentation of customer interactions across all communication platforms.
- Identify opportunities for enhancing customer satisfaction and optimizing service delivery.
- Contribute to ongoing training and development initiatives to improve service quality.
- Resolve account issues by investigating problems and finding solutions that align with customer needs.
- Ensure a positive customer experience through effective communication and problem-solving.
- Achieve high-quality assurance standards in service delivery.
- Foster a positive work environment through a proactive and enthusiastic approach.
- Minimum of 2 years of experience in a call center customer service role.
- At least 1 year of experience in loan servicing or payment processing.
- High School Diploma or equivalent required; Bachelor's or Associate's degree preferred.
- Familiarity with FDCPA and FCRA regulations.
- Excellent written and verbal communication skills.
- Strong analytical and problem-solving abilities.
- Proven ability to multitask and thrive in a fast-paced environment.
- Adaptability to changing business needs.
- Ability to build customer loyalty through effective listening and relationship management.
- Team-oriented mindset.
- Proficiency in Microsoft Cloud-based products and Google Workplace.
- Modern open office environment.
- Paid time off (PTO).
- 401K matching program.
- Comprehensive benefits package including medical, dental, vision, life insurance, and disability coverage.
- Access to wellness programs and incentives.
- Fully stocked kitchen with snacks and beverages.
