Loan Application Specialist - Customer Experience

Upgrade, Inc.; Phoenix (AZ); Hybrid; USD 23,000 - 32,000; Full time

Benefits offered by this job

PTO

401K matching

Insurance (medical, dental, vision)

Downtown Phoenix location

Paid parking or transit

Training program

Wellness incentive program

Snacks and beverages

Job summary

Upgrade, Inc. in Phoenix, AZ is seeking Contact Advocates to guide customers through loan applications from start to finish. You will review documents, answer product questions, and resolve issues with a focus on delightful customer experiences.

The role emphasizes accuracy, attention to detail, and the ability to handle high-volume interactions in a dynamic fintech environment. Starting pay is $20/hour, with benefits and growth opportunities.

Qualifications

• High school diploma or equivalent required.
• 1+ years of experience in banking, financial services, or related industry.
• Ability to calculate financial information accurately.
• Excellent verbal and written communication with a customer-centric focus.
• Detail-oriented with integrity in document review.
• Proficient with Google Workspace.

Responsibilities

• Provide excellent customer service to 100+ daily interactions following guidelines.
• Process applications from start to finish and answer questions about products.
• Request and review financial documents submitted by borrowers.
• Identify and escalate suspicious or fraudulent documents to leadership.
• Meet production, quality, CSAT, and FCR goals while on schedule.
• Troubleshoot technical issues and assist customers with navigation.
• De-escalate high-stress interactions to ensure positive resolutions.
• Maintain up-to-date product knowledge and adapt to policy changes.

Skills

Customer service

De-escalation

Document review

Google Workspace

Education

High school diploma or equivalent

College degree preferred

Tools

Google Workspace

Job description

Upgrade, Inc. in Phoenix, AZ is seeking Contact Advocates to guide customers through loan applications from start to finish. You will review documents, answer product questions, and resolve issues with a focus on delightful customer experiences.

The role emphasizes accuracy, attention to detail, and the ability to handle high-volume interactions in a dynamic fintech environment. Starting pay is $20/hour, with benefits and growth opportunities.