Customer Service Representative - Start Date 2/16/2026

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:

Our Customer Service team is hiring for Customer Service Representatives. We are looking for detailed-oriented individuals to assist our customers over the phone with the loan application process from start to finish, including reviewing financial and identifying documents, assisting applicants over the phone, gathering additional documents and following up with applicants to verify financial information to recommend a decision for the loan application.

Our customer service representatives also assist with answering questions about Upgrade products, assisting customers with troubleshooting and technical assistance while delivering world class customer service. This is a dynamic role partnering with our customers to provide a best in class experience. Upgrade's Customer Service Representatives work on a world-class team that takes pride in creating delightful customer experiences and consistently raising the bar. This is a role for someone who considers themselves a self-starter, go-getter, and customer service guru.

Pay: $20.00/ hour

What You’ll Do:

• Provide excellent customer service to inbound and outbound calls, totaling 100+ calls per day

• Answer continuous inbound calls in the following departments: Customer Service, Application by Phone, and Verifications

• Be an expert on our products and processes

• Adapt to changing policy and procedures on a constant basis while maintaining high quality to your work

• Review financial documents submitted by the borrower

• Verify and calculate customer income

• Detect suspicious and fraudulent loan applications

• Meet and/or exceed production, quality, and customer service goals

What We Look For:

• 1+ years of customer service experience required

• 6+ months of high volume call center experience required

• High school diploma or equivalent

• Team oriented mindset

• Attention to detail

• Excellent verbal and written communication skills

• Ability to multitask

• Strong problem solving and analytical skills

• Ability to thrive in a changing and fast-paced environment

• Proficiency with Excel, Word, and Outlook

• Reliability and people-oriented approach in your work ethic

Nice to Have:

• Financial services experience

• Knowledge of Zendesk or other CRM applications is a plus

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.