Collections Specialist, Flex Pay (Start Date 2/16/2026)

Upgrade, Inc.; Phoenix (AZ); On-site; USD 25,003 - 35,610; Full time

Benefits offered by this job

Paid time off (PTO)

401K matching

Wellness Incentive Program

Kitchen stocked with snacks and beverages

Paid parking

Job summary

A financial services company in Phoenix is seeking a Collections Specialist to handle client payments and resolve delinquency. The ideal candidate will have a financial services background, critical communication skills, and a strong ability to negotiate payment plans. Responsibilities include engaging with customers, maintaining records, and improving customer satisfaction. This role offers an engaging work environment with benefits such as paid time off, 401K matching, and wellness programs.

Qualifications

• 2+ years experience in financial services or customer service preferred.
• Working knowledge of FDCPA and FCRA regulations.
• Experience with payment processing is required.

Responsibilities

• Engage with past due customers to resolve payment issues.
• Maintain accurate records of customer communication.
• Make recommendations for loans needing additional attention.

Skills

Negotiation skills

Communication skills

Organizational skills

Customer service

Ability to work independently

Education

Bachelor's or Associate's degree

Tools

Microsoft Office

Google Apps

Job description

About the Role

As a Collections Specialist working for the Flex Pay product, you will be the primary contact with clients, responsible for collecting outstanding payments. Your daily interactions with customers via phone and email will involve providing excellent service regarding account status, payments, and addressing any concerns. As an exclusive representative of Flex Pay, you will collaborate with Upgrade's exceptional Collections Specialists to create delightful experiences and consistently strive for improvement. Join forces with their top-notch team that is dedicated to raising the bar.

Pay: $22.00/ hour

Start Date: February 9th, 2026

What You’ll Do

• Engage with past due customers to resolve delinquency while maintaining a positive long-standing relationship with the customer
• Review, monitor, and engage with a high volume of customers per day
• Maintain accurate records of customer communication (i.e., promise to pay, payment arrangements)
• Efficiently assess and recommend action to borrowers concerning loan issues
• Make recommendations to management for loans needing additional attention
• Identify opportunities for improving results and customer satisfaction
• Contribute daily to training and development improvements
• Maintain high-quality assurance results
• Perform ad hoc duties as needed
• Foster a positive work environment by bringing a positive outlook to our companies' enjoyable atmosphere

What You’ll Look For

• Bachelor's or Associate's degree preferred
• 2+ years experience in financial services; consumer delinquency and first party collections or customer service experience preferred
• Working knowledge of FDCPA and FCRA experience
• Strong ability to negotiate loan repayment plans
• Experience with handling of payment processing
• Proficient in Microsoft, Cloud based products and Google apps
• Team player seeking a fast-paced and challenging environment
• Desire to improve borrowers’ financial situation but ability to make tough decisions
• Exceptional organizational skills and attention to detail
• Aptitude for working independently while maintaining a team first mentality
• Excellent written and verbal communication skills

What We Offer You

• Great open office space
• Paid time off (PTO)
• 401K matching
• 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

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.

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.