Credit Operations Specialist I - Inbound and Outbound Call Representative

Phoenix
Operations
Full-time

Come drive the transformation of financial services, solve big problems and make a meaningful difference in people’s lives. 

Upgrade, Inc. is a new consumer credit platform that combines personal loans with tools that help consumers understand, monitor and improve their credit. The company raised $60 million in its first capital raise in March 2017, which remains the largest Series A round ever raised by a fintech company. While the founding team is very accomplished and the business model has been proven, we are still in the early days of this new platform and there is still an opportunity to have a significant impact.
 
We are looking for new team members who get excited about designing and implementing new and better solutions for the greater benefit of consumers to join a team of 175 talented and passionate fintech engineers, product, credit, finance, legal, compliance, design, operations and marketing professionals. 

Responsibilities:

    • Ability to process large volume of loan applications
    • Provide excellent customer service to inbound and outbound calls 
    • Team members may flex between being assigned to take inbound or outbound calls depending upon business needs and call volumes. Daily call volumes average 100+ for inbound calls or 200+ for outbound calls
    • 90% of time will be on the phone assisting customers
    • Be an expert on our product and processes
    • Bring a flexible mindset – as a start up, we are growing quickly and you may need to adapt to changing policies and procedures while maintaining high quality work output
    • Review financial documents submitted by borrower
    • Verify and calculate customer income
    • Identify suspicious and fraudulent loan applications
    • Meet or exceed production, quality, and customer service goals 

Education/Experience

    • 1+ years experience in the banking, financial services, or related industry
    • BA/BS or higher in related field is a plus
    • Prior customer service experience, especially in a contact center environment is preferred

Knowledge, Skills and Abilities

    • Team player who enjoys a collaborative environment
    • Detailed oriented
    • Excellent verbal and written communication skills
    • Ability to multi-task
    • Strong problem solving and analytical skills
    • Ability to thrive in a changing and fast-paced environment
    • Proficient with Excel, Word, and Outlook
    • Knowledge of Zendesk or other CRM applications is a plus

Benefits/Perks

    • Competitive salary $33K to $39K per year
    • Monthly bonuses - 5% target
    • Paid time off
    • Open office floor plan and convenient location
    • Comprehensive benefit package: Medical, dental, vision, life, disability
    • Snack kitchen stocked with beverages and snacks

    • 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