Customer Service Advisor (Card Payment)

As a Customer Service Advisor (Card Payment) at Upgrade, you will be responsible for providing exceptional service to customers through phone and email interactions. Your main tasks will include addressing customer inquiries, resolving billing issues, and documenting customer accounts. We are looking for candidates with at least 2 years of customer service experience, preferably in loan servicing or payment processing. Strong communication skills, problem-solving abilities, and a positive attitude are essential for success in this role. Upgrade offers competitive pay, benefits, and a collaborative work environment.

• Interact with customers by phone and email to answer questions, provide assistance, and process requests
• Answer incoming customer calls regarding billing issues, service questions, and general concerns
• Provide thorough and accurate documentation to customer accounts across communication channels
• Identify areas of opportunity for optimizing results and improving customer satisfaction
• Contribute to the improvement of training and development
• Investigate and resolve problems to help overcome customer objections about payments
• Create a positive customer experience
• Maintain superior quality assurance results
• Come to work with a positive outlook contributing to the company's enjoyable environment
• Have 2+ years of customer service experience
• Have 1+ years of experience in loan servicing and/or payment processing
• Have a High School Diploma or equivalent (Bachelor's or Associate's degree preferred)
• Have working knowledge and experience with FDCPA and FCRA regulations
• Have excellent written and verbal communication skills
• Have strong analytical and problem-solving skills
• Have the ability to multi-task and work in a fast-paced environment
• Be flexible and able to adapt to business needs
• Have the capability of gaining customer loyalty through listening, relationship building, professionalism, and persuasive communication skills
• Have a team-oriented mindset
• Be proficient in Microsoft Cloud-based products and Google Workplace
• Have a great open office space
• Receive paid time off (PTO)
• Receive 401K matching
• Receive a comprehensive benefits package including medical, dental, vision, life insurance, and disability
• Work in a conveniently located office in Downtown Phoenix
• Receive paid parking or a platinum pass
• Participate in a New Hire Training Program
• Participate in a Wellness Incentive Program
• Have access to a kitchen fully stocked with snacks and beverages

• 2+ years of customer service experience required
• 1+ years of experience in loan servicing and/or payment processing
• High School Diploma or equivalent required, Bachelor's or Associate's degree preferred
• Working knowledge and experience with FDCPA and FCRA regulations
• Excellent written and verbal communication
• Strong 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, professionalism, and persuasive communication skills
• Team-oriented mindset
• Proficient in Microsoft Cloud-based products and Google Workplace

• 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