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Account Servicing Specialist

1 month ago

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

As an Account Servicing Specialist at Upgrade, Inc., you will play a critical role in delivering exceptional customer service to our clients. You will be responsible for engaging with customers via phone and email, providing timely and accurate information regarding account status, payments, and other concerns. Your primary objective will be to resolve customer issues efficiently and effectively, ensuring a positive experience for our clients.

Key Responsibilities
  • Interact with customers to answer questions, provide assistance, and process requests via phone and email
  • Respond to 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 improving 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