Team Lead, 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 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.

Nice to Have:

• 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:

• Competitive salary and stock option plan

• 100% paid coverage of medical, dental and vision insurance

• Competitive 401(k) program

• Flexible PTO

• Opportunities for professional growth and development

• Paid parental leave

• Health & wellness initiatives

#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.

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.