Upgrade is a fintech company that provides affordable and responsible credit, mobile banking, and payment products to everyday consumers. We were the fastest growing company in the Americas last year according to the Financial Times and Upgrade Card was the fastest growing credit card in America two years in a row. We have delivered over $33 billion in affordable and responsible credit to our 5.5M customers. The company is backed by some of the most prominent technology investors and was recently valued at $6.3B.
We have built an energizing, collaborative and inclusive culture where team members help each other, learn and innovate to move the company and its customers in the right direction, and own the outcome of their efforts.
Upgrade has been named a “Best Place to Work in the Bay Area” three years in a row, “Top Companies to work for in Arizona” and one of the "Best Engineering Department" awarded annually by Comparably. We've also received recognition for being a best company for Diversity, Women, Culture, and Veterans.
We are looking for new team members who get excited about designing and delivering new and better products to join a team of 1850 talented and dedicated professionals. Come work with us if you like to tackle big problems and make a meaningful difference in people's lives.
About the Role:
As a Collections Specialist working for the Flex Pay product, you will be the primary contact with clients, responsible for collecting outstanding payments. Your daily interactions with customers via phone and email will involve providing excellent service regarding account status, payments, and addressing any concerns. As an exclusive representative of Flex Pay, you will collaborate with Upgrade's exceptional Collections Specialists to create delightful experiences and consistently strive for improvement. Join forces with their top-notch team that is dedicated to raising the bar.
Pay: $22.00/ hour
Start Date: August 18th, 2025
What You’ll Do:
- Engage with past due customers to resolve delinquency while maintaining a positive long-standing relationship with the customer
- Review, monitor, and engage with a high volume of customers per day
- Maintain accurate records of customer communication (i.e., promise to pay, payment arrangements)
- Efficiently assess and recommend action to borrowers concerning loan issues
- Make recommendations to management for loans needing additional attention
- Identify opportunities for improving results and customer satisfaction
- Contribute daily to training and development improvements
- Maintain high-quality assurance results
- Perform ad hoc duties as needed
- Foster a positive work environment by bringing a positive outlook to our companies' enjoyable atmosphere
What We Look For:
- Bachelor's or Associate's degree preferred
- 2+ years experience in financial services; consumer delinquency and first party collections or customer service experience preferred
- Working knowledge of FDCPA and FCRA experience
- Strong ability to negotiate loan repayment plans
- Experience with handling of payment processing
- Proficient in Microsoft, Cloud based products and Google apps
- Team player seeking a fast-paced and challenging environment
- Desire to improve borrowers’ financial situation but ability to make tough decisions
- Exceptional organizational skills and attention to detail
- Aptitude for working independently while maintaining a team first mentality
- Excellent written and verbal communication skills
What We Offer You:
- 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
#LI-Onsite
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.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Upgrade does not accept unsolicited resumes from staffing agencies, search firms, or any third parties. Any resume submitted to any employee of Upgrade without a prior written agreement in place will be considered the property of Upgrade, and Upgrade will not be obligated to pay any referral or placement fee. Agencies must obtain advance written approval from Upgrade's Talent Acquisition department to submit resumes and only in conjunction with a valid, fully executed agreement.
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