Collections Specialist - Start Date 10/12/26

Upgrade, Inc.; Phoenix (AZ); On-site; USD 30,000 - 33,000; Full time

Job summary

Upgrade, Inc. is seeking a Collections Specialist in Phoenix to engage customers by phone and email, focusing on account status, payments, and related inquiries. You will collaborate with the team on elevated tasks and contribute to a high-performing floor.

The role requires prior collections experience, strong communication, and the ability to work in a fast-paced environment. Starting pay is $22.00 per hour with bonus potential and an October 12, 2026 start date.

Qualifications

• Prior collections experience is required.
• Excellent written and verbal communication.
• Ability to multi-task in a fast-paced environment.

Responsibilities

• Answer incoming calls and emails regarding billing issues and account status.
• Collaborate with management to improve training and performance.
• Share knowledge with team to improve processes and outcomes.
• Coach agents and maintain quality assurance results.
• Assist supervisors with elevated tasks and floor goals.
• Contribute to a positive work environment and customer service excellence.
• Resolve escalated customer issues by building rapport and finding solutions.

Skills

Collections experience

Communication skills

Problem-solving

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 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 Potential Start Date: October 12, 2026

What You’ll Do:

• When needed, answer incoming customer calls and emails regarding billing issues, service questions and general concerns
• Be a daily key contributor to improving training and development by assessing new hire performance and setting expectations
• Share your wealth of knowledge with the rest of the floor to improve team-performance and reinforce best practices
• Reinforce superior quality assurance results and provide real-time coaching for the agents
• Help set and maintain goals for the floor
• Assist supervisors with elevated tasks
• Coming to work with a positive outlook contributing to Upgrade's already enjoyable environment
• Work to resolve customer escalations by building rapport and finding creative solutions

What We Look For:

• Willingness to go above and beyond for the team
• Excellent written and verbal communication combined with 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 and professional and persuasive communication skills
• Prior Collections experience is required

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 News