Collections Specialist
Updated on 9/18/2023

201-500 employees

Personal loans, cards and rewards checking
Company Overview
Upgrade's goal is to offer their users more value and a better experience than they receive from their traditional bank.
Phoenix, AZ, USA
Experience Level
Desired Skills
Customer Service
Sales & Account Management
Customer Success & Support
  • Bachelor's or Associate's degree preferred
  • Excellent written and verbal communication combined with 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 and professional and persuasive communication skills
  • Previous experience in a customer service, sales, or finance industry
  • Working knowledge of FDCPA and FCRA experience
  • Team player seeking a fast-paced and challenging environment
  • Proficient in Microsoft, Cloud based products and Google apps
  • Interact with customers who are greater than 30 days past due, providing assistance by answering questions and process requests by phone
  • Answer incoming customer calls regarding billing issues, service questions and general concerns
  • Assist customers with disputes and inquires and reconciling payment history
  • Perform creative skip tracing techniques to locate customers
  • Provide thorough and accurate documentation to customer accounts through our communication channels
  • Utilize judgment to analyze the customers ability to pay and establish a repayment plan
  • Identify areas of opportunity for optimizing results and improving customer satisfaction
  • Contribute daily to the improvement of training and development
  • Service accounts by investigating problems and finding resolutions to help overcome objections that customers may have about making payments and working towards solutions that best fit the customer needs, creating a positive customer experience
  • Maintain superior quality assurance results
  • Come to work with a positive outlook contributing to Upgrade's already enjoyable environment