Customer Service Advisor, Card Payment - Start Date 9/8/26

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.

About The Role

As a Customer Service Advisor, Card Payment you will engage with our customers by phone and email providing the best in class service related to current status of accounts, payments and other concerns. You will be encouraged to collaborate with management and team members to accurately and efficiently assist our customers.

Pay

$21.00/hour

Responsibilities

• Interact with customers to answer questions, provide assistance, and process requests by phone and email
• Answer incoming customer calls regarding billing issues, service questions and general concerns
• Provide thorough and accurate documentation to customer accounts across our communication channels
• Identify areas of opportunity for optimizing results and improve customer satisfaction
• Contribute to the improvement of training and development on a daily basis
• Service accounts by investigating problems and finding resolutions to help overcome customer objections about payments while working towards solutions that best fit their needs
• Create a positive customer experience
• Maintain superior quality assurance results
• Come to work with a positive outlook contributing to Upgrade’s already enjoyable environment

Requirements

• 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

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 beverages

Environmental & Working Conditions

• Work 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.