Team Lead, Collections

Team Lead, Collections

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 :

As a Collections Team Lead, you will engage with our customers by phone and email providing the 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 be encouraged to collaborate with management and team members to accurately and efficiently assist our customers.

What You'll Do :

When needed, answer incoming customer calls and emails regarding billing issues, service questions and general concerns

Be a daily key contributor to improving training and development by assessing new hire performance and setting expectations

Share your wealth of knowledge with the rest of the floor to improve team-performance and reinforce best practices

Reinforce superior quality assurance results and provide real-time coaching for the agents - Help set and maintain goals for the floor

Assist supervisors with elevated tasks

Coming to work with a positive outlook contributing to Upgrade's already enjoyable environment

Work to resolve customer escalations by building rapport and finding creative solutions

What We Look For :

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

Prior Collections experience is preferred

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 beverage