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Full-Time

Complaint Specialist

Posted on 6/18/2024

Upgrade

Upgrade

1,001-5,000 employees

Provides personal loans and credit cards

Financial Services
Data & Analytics

Mid

Phoenix, AZ, USA

Category
Customer Experience
Customer Support
Customer Success & Support
Required Skills
Communications
Requirements
  • 1+ year of applicable experience in a compliance, quality assurance, or quality control-related role
  • Ability to effectively prioritize multiple responsibilities and schedule requirements to meet deadlines
  • Ability to work independently but a team player who can effectively collaborate across multiple groups
  • Adaptable and flexible to changes in business needs as it relates to the role and daily responsibilities
  • Collaborative and non-confrontational – a team member with a positive attitude
  • Excellent written and verbal communication style that promotes growth and partnership
  • Experience in banking and financial services preferred
  • Experience interpreting rules and guidelines for appropriate decision making
  • Experience in a role requiring research and writing, such as with case management and written communication with various audiences
  • Highly adaptable to an ever-changing environment
  • Proficient in Microsoft, Google Suite, data mining tools, and/or statistics with the aptitude to learn new programs
  • Proven track record of meeting and exceeding expectation
  • Research skills with a strong sense of accountability and ownership
  • Self-starter with the ability to thrive with minimal supervision
  • Strong attention to detail
Responsibilities
  • Be FAST to complete an investigation of documented customer complaints and document root cause and resolution details
  • Complete targeted reviews of key behaviors leveraging system artificial intelligence (AI) interaction highlights to provide insight to Service Center partners
  • Gather and present performance remediation proposals to solve identified trends or opportunities to IMPROVE the customer experience
  • Provide insightful feedback to HELP Service Center Leaders and team members
  • Maintain confidentiality of key business messages and other sensitive work-specific information
  • Manage assigned work queues ensuring timely execution with a high degree of quality
  • OWN assigned workload to ensure all reviews are thoroughly conducted and appropriately resolved or escalated for appropriate service recovery
  • Participate in frequent interdepartmental and peer collaboration, including calibration meetings
  • Stay abreast of procedure updates and changes to evaluate team member performance on reviewed interactions effectively
  • Other duties as assigned

Upgrade, Inc. specializes in providing personal financial products, including personal loans, credit cards, and a rewards checking account that features cash back rewards and no fees. With its renowned Upgrade Card, recognized as the fastest growing credit card in America by the Nilson Report for two consecutive years, the company harnesses advanced technology to enhance user financial experiences. This focus on technological advancement and recognition in the financial industry positions it as a leading employer for those interested in contributing to the innovative world of financial services and technology.

Company Stage

Series E

Total Funding

$357.2M

Headquarters

San Francisco, California

Founded

2016

Growth & Insights
Headcount

6 month growth

20%

1 year growth

36%

2 year growth

76%
INACTIVE