Collections Specialist - Start Date 8/17/26

Upgrade helps customers move in the right direction with affordable and responsible financial products. 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.

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 Specialist, 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 required

What We Offer

You: Great open office space Paid time off (PTO) 401K matching Medical, dental and vision insurance with employer paid options 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 #LI-Onsite For California residents: Upgrade's California Notice at Collection and Privacy Policy describes our practices regarding the collection, use, and disclosure of the personal information of job applicants. Environmental & Working Conditions Work is performed indoors in a fast-paced environment that requires the ability to manage multiple priorities and meet established workflows, schedules, and service expectations. Employees regularly input, retrieve, and exchange information accurately using digital systems and applications to support operational and customer service objectives.