Team Lead, Auto Collections

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 an Auto Collections Team Lead, you will engage with our customers by phone and email providing 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 work closely with Auto Customer Care Professionals and facilitate training and upskilling as areas of opportunity arise. You will be encouraged to collaborate with management and team members to accurately and efficiently assist our customers.

Pay Rate: $28.00/ Hour

Shift: Monday - Friday: 10:00am - 7:00pm

What You’ll Do:

• Answer incoming customer calls and emails regarding billing issues, service questions, and general concerns through creative solutions
• Contribute to improving training and development by assessing new hire performance and setting expectations and goals for the floor
• Reinforce superior quality assurance results & best practices, and provide real-time coaching for the agents
• Assist supervisors with elevated tasks
• Come to work with a positive outlook, contributing to Upgrade’s existing environment

Nice to Have:

• 6+ months in current role at Upgrade and in good performance standing (Internal)
• 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

What We Offer You:

• Great open office space
• Paid time off (PTO)
• 401K matching
• Comprehensive benefits package: Medical, dental, vision, life insurance & disability
• 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

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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.