Application Specialist

Upgrade • Phoenix, AZ

21h • Onsite

About The Position

Our New Accounts team is hiring for Contact Advocates. We are looking for detailed-oriented individuals to assist our customers through the loan application process from start to finish. This includes filling out applications, requesting and reviewing financial or identifying documents, and following up with applicants in order to recommend a decision for the application. Our Contact Advocates also assist with answering questions about products, troubleshooting technical issues, and de-escalating high-stress interactions while delivering world-class customer service. This is a dynamic role for a self-starter who is open to feedback and takes pride in creating delightful customer experiences.

Requirements

• 1+ years of experience in banking, financial services, and/or related industry.
• High school diploma or equivalent required.
• Ability to calculate financial information accurately.
• Strong problem solving and analytical skills.
• Excellent verbal and written communication skills with a customer centric focus in de-escalation and empathy.
• Meticulous, detail-oriented approach to reviewing documents and processing applications.
• Team-oriented mindset with a high level of integrity.
• Ability to thrive in a changing and fast-paced environment.
• Proficient with Google Workspace (Gmail, Sheets, Docs).
• English is required for all positions, as it involves interacting with staff at Upgrade's offices worldwide.

Nice To Haves

• College degree preferred
• Previous contact center experience

Responsibilities

• Provide excellent customer service to inbound and outbound interactions, totaling 100+ interactions per day while adhering to Universal Call guidelines.
• Answer continuous inbound interactions to complete applications from start to finish.
• Request and review financial documents submitted by the borrower as part of the final review process.
• Identify and escalate suspicious or fraudulent documents and applications to leadership.
• Meet and/or exceed production, quality (QA), CSAT, and FCR goals while adhering to your schedule.
• Troubleshoot technical issues and assist customers with product navigation.
• Professionally de-escalate high-stress interactions to ensure a positive customer resolution.
• Demonstrate efficient product knowledge and adapt to changing policies and procedures on a constant basis.

Benefits

• Great open office space
• Paid time off (PTO)
• 401K matching
• Medical, dental and vision insurance with employer paid options
• 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 beverage

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED