Customer Service Representative

Upgrade is seeking Customer Service Representatives to join their team. In this role, individuals will be responsible for assisting customers with the loan application process, including reviewing financial and identifying documents, gathering additional information, and providing recommendations for loan decisions. Additionally, representatives will provide support for Upgrade products, troubleshooting, and delivering exceptional customer service. This dynamic position offers the opportunity to work on a world-class team dedicated to creating delightful customer experiences.

Assist customers over the phone with the loan application process from start to finish

Review financial and identifying documents

Gather additional documents and follow up with applicants to verify financial information

Recommend a decision for the loan application

Answer questions about Upgrade products

Assist customers with troubleshooting and technical assistance

Deliver world-class customer service

Create delightful customer experiences

Raise the bar for customer service

• Detailed-oriented individuals
• Experience in customer service
• Ability to assist customers over the phone with the loan application process
• Familiarity with reviewing financial and identifying documents
• Ability to gather additional documents and follow up with applicants
• Knowledge of Upgrade products and ability to answer customer questions
• Troubleshooting and technical assistance skills
• Excellent communication and customer service skills
• Ability to handle 100+ calls per day
• Adaptability to changing policies and procedures
• Ability to review and verify financial documents
• Knowledge of detecting suspicious and fraudulent loan applications

• 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