Online Support Specialist, New Accounts

Upgrade, Inc.; Phoenix (AZ); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading financial technology company is seeking an Online Support Specialist for their New Accounts team in Phoenix, AZ. This role involves providing exceptional support to applicants through chat and email to finalize applications. Candidates should have 2+ years of loan processing or underwriting experience and strong communication skills. The position offers competitive pay and various employee benefits including PTO and wellness programs.

Benefits

Paid time off (PTO)

401K matching

Convenient downtown location

Paid parking

Wellness Incentive Program

Kitchen stocked with snacks

Qualifications

• 2+ years of experience in loan processing or underwriting.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Proven ability to manage multiple tasks and prioritize effectively.

Responsibilities

• Provide timely and accurate responses to applicant inquiries via chat and email.
• Efficiently process a high volume of applications while maintaining exceptional quality standards.
• Collaborate with cross-functional teams to identify and implement process improvements.

Job description

Upgrade helps customers move in the right direction with affordable and responsible financial products. Since 2017, we’ve helped over 7 million customers access over $40 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 $6.3B.

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

The Online Support Specialist is a critical member of the New Accounts team at Upgrade, dedicated to providing exceptional support to applicants through chat and email channels with the goal of finalizing their applications with Upgrade. There may also be an occasional need for phone support. By efficiently handling a high volume of inquiries and prioritizing quality reviews, you will play a pivotal role in supporting our customers in achieving their financial goals. Strong communication skills and a deep understanding of verification processes will enable you to be successful in this role as well as contribute to the overall success of Upgrade.

Start Date: November 3rd
Starting Pay: $24.00
Hiring Shift: Saturday - Tuesday 5:00am - 4:00pm PST & Thursday - Sunday 8:00am - 7:00pm PST

What You'll Do:

• Provide timely and accurate responses to applicant inquiries via chat and email.
• Efficiently process a high volume of applications while maintaining exceptional quality standards.
• Build out the infrastructure for the chat and email teams by contributing to the development of new macros, templates, and best practices.
• Share best practices and tips with other team members so we support one another and be better together.
• Collaborate with cross-functional teams to identify and implement process improvements that enhance operational efficiency.
• Share customer and team feedback on areas of improvement, with the goal of contributing to a solution to overcome the obstacles.
• Self manage your workload by prioritizing the most important items and pivoting to other items when time allows.
• Contribute to a positive and collaborative team environment.
• Roll up your sleeves and support other team members or functions as needed.

What We Look For:

• 2+ years of experience in loan processing or underwriting
• Strong analytical and problem-solving skills
• Excellent written and verbal communication skills
• Proven ability to manage multiple tasks and prioritize effectively
• A keen attention to detail and a commitment to quality
• No unexcused occurrences in the past 30 days
• In good standing: Passing scorecard and no corrective action including informal and formal

What We Offer You:

• Great open office space
• Paid time off (PTO)
• 401K matching
• 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

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.