Client Account Specialist

2 weeks ago


Phoenix, Arizona, United States Upgrade, Inc. Full time

About Upgrade, Inc.:

Upgrade is a leading fintech organization committed to providing accessible and responsible financial solutions, including credit, mobile banking, and payment services tailored for everyday consumers. Recognized as one of the fastest-growing companies in the Americas, we have successfully delivered over $31 billion in credit to our diverse customer base. Our company is supported by esteemed technology investors and has achieved a significant valuation.

We pride ourselves on fostering a dynamic, collaborative, and inclusive workplace culture where our team members support one another, innovate, and take ownership of their contributions. Our commitment to excellence has earned us accolades as a top employer in various categories, including diversity and workplace culture.

Position Overview:

As a Client Account Specialist, you will play a vital role in engaging with our customers through various communication channels, ensuring they receive exceptional service regarding their account inquiries, payment processes, and any concerns they may have. You will collaborate with your colleagues and management to provide accurate and efficient assistance to our clientele.

Key Responsibilities:

  • Respond to customer inquiries via phone and email, providing assistance and processing requests.
  • Handle incoming calls related to billing inquiries, service questions, and general account concerns.
  • Document customer interactions thoroughly and accurately across all communication platforms.
  • Identify opportunities for enhancing customer satisfaction and optimizing service delivery.
  • Contribute to the ongoing improvement of training and development initiatives.
  • Investigate account issues and provide resolutions to address customer objections regarding payments.
  • Foster a positive customer experience through effective communication and problem-solving.
  • Maintain high standards of quality assurance in all interactions.
  • Bring a positive attitude to the workplace, contributing to a supportive environment.

Qualifications:
  • 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 verbal and written communication skills.
  • Strong analytical and problem-solving abilities.
  • Proven ability to manage multiple tasks in a fast-paced environment.
  • Adaptability to changing business needs.
  • Ability to build customer loyalty through effective listening and relationship-building skills.
  • Team-oriented approach.
  • Proficiency in Microsoft Cloud-based products and Google Workplace.

What We Offer:
  • Modern open office environment.
  • Paid time off and comprehensive benefits package.
  • 401K matching program.
  • Wellness initiatives and fully stocked kitchen.


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