Customer Service Advisor, Card Payment

Upgrade is seeking a Customer Service Advisor, Card Payment to join their team in Phoenix. The Customer Service Advisor will engage with customers by phone and email, providing excellent service related to account status, payments, and other concerns. The advisor will collaborate with management and team members to efficiently assist customers.

Upgrade values diversity and does not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Role Involves:

• Interacting with customers to answer questions and process requests via phone and email.
• Answering incoming customer calls regarding billing issues, service questions, and general concerns.
• Providing thorough and accurate documentation to customer accounts across communication channels.
• Identifying areas for optimizing results and improving customer satisfaction.
• Contributing to the improvement of training and development.
• Servicing accounts by investigating problems and finding resolutions.
• Creating a positive customer experience.
• Maintaining superior quality assurance results.

Requirements:

• 2+ years of customer service experience.
• 1+ years of experience in loan servicing and/or payment processing.
• High School Diploma or equivalent (Bachelor's or Associate's preferred).
• Working knowledge of FDCPA and FCRA regulations.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving skills.
• Ability to multi-task and work in a fast-paced environment.
• Flexibility and adaptability to business needs.
• Capability of gaining customer loyalty through listening and persuasive communication.
• Team-oriented mindset.
• Proficiency in Microsoft Cloud-based products and Google Workplace.

What Upgrade Offers:

• Great open office space.
• Paid time off (PTO).
• 401K matching.
• Comprehensive benefits package (Medical, dental, vision, life insurance & disability).
• Convenient location in Downtown Phoenix.
• Paid parking or platinum pass.
• New Hire Training Program.
• Wellness Incentive Program.
• Fully stocked kitchen with snacks and beverages.