Loan Application Navigator — Elevate Customer Experience

Uplift; Phoenix (AZ); Hybrid; USD 23,000 - 32,000; Full time

Benefits offered by this job

PTO

401K matching

Medical insurance

Dental insurance

Vision insurance

Parking

Training program

Wellness program

Snacks & beverages

Job summary

Upgrade is hiring for Contact Advocates to guide customers through loan applications, review documents, and resolve issues while maintaining exceptional service. You’ll answer questions about products, troubleshoot issues, and de-escalate high-stress interactions to ensure positive resolutions.

Starting pay is $20/hour with a start date of October 26th. This role emphasizes meticulous document review, fast-paced production, and strong communication skills in a customer-centric environment.

Qualifications

• 1+ years of experience in banking or financial services.
• High school diploma or equivalent.
• Ability to calculate financial information accurately.
• Strong problem solving and analytical skills.
• Excellent verbal and written communication with a customer focus.
• Detail-oriented review of documents and applications.
• Team-oriented with integrity.
• Ability to thrive in a fast-paced environment.
• Proficient with Google Workspace.

Responsibilities

• Provide excellent customer service to inbound and outbound interactions, totaling 100+ interactions per day while adhering to Universal Call guidelines.
• Answer continuous inbound interactions to complete applications from start to finish.
• Request and review financial documents submitted by the borrower as part of the final review process.
• Identify and elevate suspicious or fraudulent documents and applications to leadership.
• Meet and/or exceed production, quality (QA), CSAT, and FCR goals while adhering to your schedule.
• Troubleshoot technical issues and assist customers with product navigation.
• Professionally de-escalate high-stress interactions to ensure a positive customer resolution.
• Demonstrate efficient product knowledge and adapt to changing policies and procedures on a constant basis.

Skills

Banking experience

Attention to detail

Strong communication

Analytical skills

Google Workspace

Education

High school diploma

College degree preferred

Tools

Google Workspace

Job description

Upgrade is hiring for Contact Advocates to guide customers through loan applications, review documents, and resolve issues while maintaining exceptional service. You’ll answer questions about products, troubleshoot issues, and de-escalate high-stress interactions to ensure positive resolutions.

Starting pay is $20/hour with a start date of October 26th. This role emphasizes meticulous document review, fast-paced production, and strong communication skills in a customer-centric environment.