Customer Relations Associate

1 week ago

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

Client Support Specialist (Card Payment) - Part Time - Starting at $21.00

Upgrade, Inc. is a leading fintech company established in 2017, recognized as the fastest-growing firm in the Americas. Over the past five years, we have successfully processed applications for over 15 million Upgrade cards and loans, delivering more than $10 billion in responsible credit solutions. Our innovative Upgrade Card merges the flexibility of a credit card with the affordability of an installment loan, transforming the banking experience.

We have been honored as a Best Place to Work in the Bay Area for three consecutive years and recognized among the Top Companies to work for in Arizona. Our accolades also include awards for Diversity, Women, Culture, and Veterans. We are eager to welcome new team members who are passionate about creating and delivering exceptional products to join our dynamic team of 900 skilled professionals. If you are motivated by solving significant challenges and making a positive impact in people's lives, we would love to hear from you.

Position Overview

As a Client Support Specialist (Card Payment), you will interact with our clients via phone and email, providing exemplary service regarding account statuses, payment inquiries, and other related concerns. You will have the opportunity to collaborate with management and colleagues to assist our clients effectively and efficiently.

Key Details:

This role is designed for part-time opportunities (hours/week). Please note that a two-week training period will be conducted full-time.

Weekend shifts are available with a shift differential for any weekend days worked in this position.

Qualifications:

  • High School Diploma (or equivalent) required; Associate's or Bachelor's degree preferred.
  • Minimum of 2 years of experience in a customer service capacity is required.
  • Preferred: At least 12 months of experience in loan servicing and/or payment processing.
  • Familiarity with FDCPA and FCRA regulations is advantageous.
  • Exceptional written and verbal communication skills, coupled with strong analytical and problem-solving abilities.
  • Proven ability to multitask and thrive in a fast-paced environment.
  • Flexibility and adaptability to meet business needs.
  • Ability to foster customer loyalty through effective listening, relationship building, and professional communication.
  • A collaborative team player who enjoys a challenging and dynamic work environment.
  • Proficient in Microsoft Office, cloud-based products, and Google applications.

Responsibilities:

  • Engage with customers to address inquiries, provide assistance, and process requests via phone and email.
  • Handle incoming customer calls regarding billing issues, service inquiries, and general concerns.
  • Maintain thorough and accurate documentation of customer accounts through various communication channels.
  • Identify opportunities for optimizing results and enhancing customer satisfaction.
  • Contribute daily to improving training and development initiatives.
  • Assist in servicing accounts by investigating issues and finding resolutions to customer objections regarding payments, ensuring a positive customer experience.
  • Maintain high-quality assurance standards.
  • Bring a positive attitude to work, contributing to an enjoyable workplace culture.

COVID-19 Notice: This role operates in a safe workplace environment that exceeds CDC recommendations.

Additional Benefits:

  • Great open office environment.
  • Conveniently located with access to public transportation.
  • Comprehensive New Hire Training Program.
  • Paid parking or platinum pass.
  • Wellness Incentive Program.
  • Kitchen stocked with beverages, snacks, and treats.

We are an equal opportunity employer and value diversity at Upgrade, Inc. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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