Account Servicing Specialist

2 weeks ago


Phoenix, Arizona, United States Upgrade, Inc. Full time
About the Role

We are seeking a highly skilled Account Servicing Specialist to join our team at Upgrade, Inc. As an Account Servicing Specialist, you will be responsible for engaging with our customers by phone and email to provide top-notch service related to their account status, payments, and other concerns.

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
Requirements
  • 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
  • Proficient in Microsoft Cloud-based products and Google Workplace
What We Offer
  • 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


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