Auto Loan Servicing Specialist - Start Date 10/19/26

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 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 an Auto Loan Account Specialist, 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.

Compensation: $22.00/Hour

What You'll Do

• Interact with customers to answer questions, provide assistance, and process requests by phone and email.
• Complete welcome calls to new customers.
• 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.

Nice to Have

• Candidates must be fluent in both English and Spanish, as bilingual Spanish proficiency is required for this role.
• 2+ years of customer service experience required.
• 1+ years of experience in auto/servicing collections.
• 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.

What We Offer You

• 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
• #LI-Onsite

For California residents: Upgrade's California Notice at Collection and Privacy Policy describes our practices regarding the collection, use, and disclosure of the personal information of job applicants.

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 cu