Collections Specialist - Start Date 10/12/26

Upgrade helps customers move in the right direction with affordable and responsible financial products. Since 2017, we’ve helped over 7.5 million customers access over $42 billion in consumer credit. With a relentless focus on improving our customers' financial well-being, we build products that put more money in their pocket and support their journey toward a better financial future. We’re backed by some of the most prominent technology investors and were most recently valued at $7.3B.We’re consistently recognized for our collaborative and inclusive culture. Most recently, we were named one of the World’s Top Fintech Companies by CNBC, Best Places to Work by Built In, Best Places to Work by the San Francisco Business Times, America’s Greatest Workplaces by Newsweek, Best Startup Employer by Forbes, and Healthiest Employers by Phoenix Business Journal. We’re looking for new team members who get excited about designing and delivering new and better products. Come join us and help build a better financial future for millions of people.About the Role:As a Collections Specialist, you will engage with our customers by phone and email providing the best-in-class service related to the status of accounts, payments and other concerns, while simultaneously supporting the rest of the floor in elevated tasks. You will be encouraged to collaborate with management and team members to accurately and efficiently assist our customers.Starting Pay: $22.00 + Bonus PotentialStart Date: October 12, 2026What You’ll Do:When needed, answer incoming customer calls and emails regarding billing issues, service questions and general concernsBe a daily key contributor to improving training and development by assessing new hire performance and setting expectationsShare your wealth of knowledge with the rest of the floor to improve team-performance and reinforce best practicesReinforce superior quality assurance results and provide real-time coaching for the agents Help set and maintain goals for the floorAssist supervisors with elevated tasksComing to work with a positive outlook contributing to Upgrade’s already enjoyable environmentWork to resolve customer escalations by building rapport and finding creative solutionsWhat We Look For:Willingness to go above and beyond for the teamExcellent written and verbal communication combined with analytical and problem-solving skillsDemonstrated ability to multi-task and work in a fast-paced environment Flexibility and ability to adapt to business needsCapability of gaining customer loyalty through listening, relationship building and professional and persuasive communication skillsPrior Collections experience is requiredWhat We Offer You: Great open office spacePaid time off (PTO)401K matchingMedical, dental and vision insurance with employer paid optionsConveniently located in the heart of Downtown Phoenix close to light rail and public transportationPaid parking or platinum passNew Hire Training ProgramWellness Incentive ProgramKitchen fully stocked with snacks and beverages#LI-OnsiteFor California residents: Upgrade's CaliforniaNotice at Collection and Privacy Policy describes our practices regarding the collection, use, and disclosure of the personal information of job applicants.Environmental & Working ConditionsWork is performed indoors in a fast-paced environment that requires the ability to manage multiple priorities and meet established workflows, schedules, and service expectations.Employees regularly input, retrieve, and exchange information accurately using digital systems and applications to support operational and customer service objectives.The role requires the ability to receive and exchange information with customers, peers, supervisors, and cross-functional partners through available communication channels, which may include meetings, email, phone, and digital collaboration tools, and may involve real-time, verbal, or in-person exchanges depending on business need.Job duties may involve managing a high volume of inbound and/or outbound customer interactions and work activities using telecommunications and computer systems. The role requires the ability to read, analyze, and interpret information displayed on computer screens and remain in a working posture for extended periods, consistent with the demands of the position.Work may be performed in a contact center, office, or remote environment, depending on business needs and the nature of the role. Onsite work environments may include shared workspaces, standard office lighting, and moderate background noise typical of customer service or operational settings.Employees working remotely are responsible for maintaining a secure and productive workspace with reliable internet connectivity that supports company systems and safeguards the confidentiality of company and customer information.Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position in accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws.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. Upgrade does not accept unsolicited resumes from staffing agencies, search firms, or any third parties. Any resume submitted to any employee of Upgrade without a prior written agreement in place will be considered the property of Upgrade, and Upgrade will not be obligated to pay any referral or placement fee. Agencies must obtain advance written approval from Upgrade's Talent Acquisition department to submit resumes and only in conjunction with a valid, fully executed agreement. English is required for all positions, as it involves interacting with staff at Upgrade's offices worldwide.