Collections Specialist - Start Date 8/17/26

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

Benefits offered by this job

PTO

401K matching

Medical, dental and vision insurance

Parking

New Hire Training Program

Wellness Incentive Program

Snacks and beverages

Job summary

Upgrade is seeking a Collections Specialist in Phoenix, AZ to engage customers by phone and email, handling the status of accounts and payments while supporting the floor with elevated tasks. You’ll collaborate with management to drive best practices and contribute to a positive team environment.

Starting pay is $22.00 per hour with an August 17, 2026 start date. You will participate in training, coach new hires, and help the team meet high quality and service standards in a fast-paced setting.

Qualifications

• Prior Collections experience is required.
• 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.

Responsibilities

• 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

Skills

Collections experience

Communication skills

Multitasking

Flexibility

Customer loyalty

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

Start Date: August 17, 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

What We Offer You:

• 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

#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 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.

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.