Auto Loan Account Specialist (Bilingual EN/ES)

upgrade; Phoenix (AZ); On-site; USD 61,992,000 - 64,747,000; Full time

Benefits offered by this job

401K matching

Medical, dental, vision insurance

PTO

Wellness incentive program

Snacks & beverages

Job summary

Upgrade is seeking an Auto Loan Account Specialist in Phoenix to provide best-in-class service by phone and email on account status, payments, and related inquiries. You will collaborate with management and teammates to assist customers efficiently and accurately.

Key qualifications include 2+ years in customer service, 1+ years in auto servicing collections, and fluency in English and Spanish. High school diploma required; bachelor's degree preferred. FDCPA/FCRA knowledge is a plus.

Qualifications

• 2+ years of customer service experience.
• 1+ years of auto servicing collections experience.
• High School Diploma or equivalent; higher degrees preferred.
• Fluent in English and Spanish; bilingual required.
• Knowledge of FDCPA and FCRA regulations.

Responsibilities

• Interact with customers by phone and email to answer questions and process requests.
• Complete welcome calls to new customers.
• Address billing issues, service questions and general concerns.
• Document customer accounts across communication channels.
• Identify opportunities to improve results and customer satisfaction.
• Support training and development on a daily basis.
• Resolve payment objections and find solutions that fit customers' needs.
• Maintain high-quality assurance results.

Skills

Bilingual English/Spanish

Customer service

Problem solving

Multi-tasking

Education

High School Diploma

Bachelor’s or Associate degree preferred

Tools

Microsoft 365

Google Workspace

Job description

Upgrade is seeking an Auto Loan Account Specialist in Phoenix to provide best-in-class service by phone and email on account status, payments, and related inquiries. You will collaborate with management and teammates to assist customers efficiently and accurately.

Key qualifications include 2+ years in customer service, 1+ years in auto servicing collections, and fluency in English and Spanish. High school diploma required; bachelor's degree preferred. FDCPA/FCRA knowledge is a plus.