Customer Service Advisor, Card Payment - Start Date 10/5/26

Shoptalk; Phoenix (AZ); On-site; USD 28,930,000 - 31,685,000; Full time

Benefits offered by this job

PTO

401K matching

Health, dental, and vision insurance

Parking

New Hire Training Program

Wellness Incentive Program

Snacks & beverages

Job summary

Upgrade is seeking a Customer Service Advisor, Card Payment in Phoenix to assist customers by phone and email on account status, payments, and related questions. You will document interactions and collaborate with the team to resolve issues while maintaining high service standards.

The role requires 2+ years in customer service and 1+ year in loan servicing or payment processing, HS diploma minimum, with benefits including PTO, 401K matching, health/dental/vision insurance, and a supportive team

Qualifications

• 2+ years of customer service experience required.
• 1+ year of loan servicing and/or payment processing experience.
• High School Diploma or equivalent; bachelor’s/associate degree preferred.

Responsibilities

• Interact with customers by phone and email to answer questions and process requests.
• Address billing issues, service questions, and general concerns.
• Document interactions accurately across channels.
• Identify opportunities to improve customer satisfaction.
• Contribute to training and development efforts daily.
• Investigate problems and resolve payment-related objections.
• Create a positive customer experience and maintain high QA results.
• Help maintain a productive, upbeat work environment.

Skills

Customer service

Loan servicing

Payment processing

Written communication

Problem solving

multitask

Team collaboration

Education

HS Diploma or equivalent

Bachelor’s or Associate 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 a Customer Service Advisor, Card Payment 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.
Pay: $21.00/hour

Start Date: October 5th, 2026

What You’ll Do:

• Interact with customers to answer questions, provide assistance, and process requests by phone and email
• 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 #customerserviceninja
• Maintain superior quality assurance results
• Come to work with a positive outlook contributing to Upgrade's already enjoyable environment

What We Look For:

• 2+ years of customer service experience required
• 1+ years of experience in loan servicing and/or payment processing
• 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 #goteam
• Proficient in Microsoft Cloud based products and Google Workplace

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.