Auto Loans Collections Specialist

Upgrade helps customers move in the right direction with affordable and responsible financial products. Since 2017, we've helped over 7.5 million customers access over $42 billion in consumer credit. With a relentless focus on improving our customers' financial well‑being, we build products that put more money in their pocket and support their journey toward a better financial future. We're backed by some of the most prominent technology investors and were most recently valued at $7.3B. Most recently, we were named one of the World's Top Fintech Companies by CNBC, Best Places to Work by Built In, Best Places to Work by the San Francisco Business Times, America's Greatest Workplaces by Newsweek, Best Startup Employer by Forbes, and Healthiest Employers by Phoenix Business Journal. Come join us and help build a better financial future for millions of people. As an Auto Collections Specialist you will be responsible for managing and resolving mid-stage delinquent auto loan accounts that are for 60-89 days past due; through effective customer engagement, negotiation, and loss‑mitigation strategies. Requires strong negotiation skills, critical thinking, urgency, and the ability to build rapport while driving results in a fast‑paced, performance‑driven environment. Manage a daily queue of auto loan accounts that are 60-89 days past due. Contact customers via outbound and inbound calls to resolve delinquency. Educate customers on account status, contract terms, and available resolution options. Drive timely payments and account cures to reduce delinquency and prevent repossession. Accurately document all account activity, call notes, and customer commitments. Maintain full compliance with FDCPA, CFPB, state regulations, and company policies. Meet or exceed daily, weekly, and monthly performance goals (RPC, PTP, dollars collected, cure rate, etc.). Escalate high‑risk or complex accounts appropriately (hardship, fraud indicators, disputes, complaints, etc.). 1+ years of collections experience (auto finance preferred) ~ Experience working delinquent accounts in the 60+ DPD range ~ Strong negotiation and customer communication skills ~ Proficiency with CRM and collection systems ~ Bilingual (Spanish) required Auto finance or secured lending collections experience Great open office space ~ Medical, dental, vision, life insurance & disability ~ Conveniently located in the heart of Downtown Phoenix close to light rail and public transportation ~ New Hire Training Program ~ Kitchen fully stocked with snacks and beverages #For California residents: Upgrade's California Notice at Collection and Privacy Policy describes our practices regarding the collection, use, and disclosure of the personal information of job applicants. Environmental & Working Conditions Employees regularly input, retrieve, and exchange information accurately using digital systems and applications to support operational and customer service objectives. The role requires the ability to receive and exchange information with customers, peers, supervisors, and cross‑functional partners through available communication channels, which may include meetings, email, phone, and digital collaboration tools, and may involve real‑time, verbal, or in‑person exchanges depending on business need. Job duties may involve managing a high volume of inbound and/or outbound customer interactions and work activities using telecommunications and computer systems. The role requires the ability to read, analyze, and interpret information displayed on computer screens and remain in a working posture fo #