2026

Upgrade•Phoenix, AZ

6d•$20•Onsite

About The Position

Our Customer Service team is hiring for Customer Service Representatives. We are looking for detailed-oriented individuals to assist our customers over the phone with the loan application process from start to finish, including reviewing financial and identifying documents, assisting applicants over the phone, gathering additional documents and following up with applicants to verify financial information to recommend a decision for the loan application. Our customer service representatives also assist with answering questions about Upgrade products, assisting customers with troubleshooting and technical assistance while delivering world class customer service. This is a dynamic role partnering with our customers to provide a best in class experience. Upgrade's Customer Service Representatives work on a world-class team that takes pride in creating delightful customer experiences and consistently raising the bar. This is a role for someone who considers themselves a self-starter, go-getter, and customer service guru.

Requirements

1+ years of customer service experience required
6+ months of high volume call center experience required
High school diploma or equivalent
Team oriented mindset
Attention to detail
Excellent verbal and written communication skills
Ability to multitask
Strong problem solving and analytical skills
Ability to thrive in a changing and fast-paced environment
Proficiency with Excel, Word, and Outlook
Reliability and people-oriented approach in your work ethic

Nice To Haves

Financial services experience
Knowledge of Zendesk or other CRM applications is a plus

Responsibilities

Provide excellent customer service to inbound and outbound calls, totaling 100+ calls per day
Answer continuous inbound calls in the following departments: Customer Service, Application by Phone, and Verifications
Be an expert on our products and processes
Adapt to changing policy and procedures on a constant basis while maintaining high quality to your work
Review financial documents submitted by the borrower
Verify and calculate customer income
Detect suspicious and fraudulent loan applications
Meet and/or exceed production, quality, and customer service goals

Benefits

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

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