<p><em>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.</em></p> <p><em>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. </em></p> <p><em>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.</em></p> <hr> <p><span style="font-size: 10pt; color: rgb(58, 59, 65);"><strong>About the Role</strong></span></p> <p><span style="font-size: 10pt; color: rgb(58, 59, 65);">Our New Accounts team is hiring for <strong>Contact Advocates</strong>. We are looking for detailed-oriented individuals to assist our customers through the loan application process from start to finish. This includes filling out applications, requesting and reviewing financial or identifying documents, and following up with applicants in order to recommend a decision for the application.</span></p> <p><span style="font-size: 10pt; color: rgb(58, 59, 65);">Our Contact Advocates also assist with answering questions about products, troubleshooting technical issues, and de-escalating high-stress interactions while delivering world-class customer service. This is a dynamic role for a self-starter who is open to feedback and takes pride in creating delightful customer experiences.</span></p> <p><strong><span style="font-size: 10pt; color: rgb(58, 59, 65);">Starting Pay: $20/Hour</span></strong></p> <p><strong><span style="font-size: 10pt; color: rgb(58, 59, 65);">Start Date: October 26th</span></strong></p> <h2><span style="font-size: 10pt; color: rgb(58, 59, 65);">What You'll Do:</span></h2> <ul> <li style="font-size: 10pt; color: rgb(58, 59, 65);"><span style="font-size: 10pt; color: rgb(58, 59, 65);">Provide excellent customer service to inbound and outbound interactions, totaling 100+ interactions per day while adhering to Universal Call guidelines.</span></li> <li style="font-size: 10pt; color: rgb(58, 59, 65);"><span style="font-size: 10pt; color: rgb(58, 59, 65);">Answer continuous inbound interactions to complete applications from start to finish.</span></li> <li style="font-size: 10pt; color: rgb(58, 59, 65);"><span style="font-size: 10pt; color: rgb(58, 59, 65);">Request and review financial documents submitted by the borrower as part of the final review process.</span></li> <li style="font-size: 10pt; color: rgb(58, 59, 65);"><span style="font-size: 10pt; color: rgb(58, 59, 65);">Identify and escalate suspicious or fraudulent documents and applications to leadership.</span></li> <li style="font-size: 10pt; color: rgb(58, 59, 65);"><span style="font-size: 10pt; color: rgb(58, 59, 65);">Meet and/or exceed production, quality (QA), CSAT, and FCR goals while adhering to your schedule.</span></li> <li style="font-size: 10pt; color: rgb(58, 59, 65);"><span style="font-size: 10pt; color: rgb(58, 59, 65);">Troubleshoot technical issues and assist customers with product navigation.</span></li> <li style="font-size: 10pt; color: rgb(58, 59, 65);"><span style="font-size: 10pt; color: rgb(58, 59, 65);">Professionally de-escalate high-stress interactions to ensure a positive customer resolution.</span></li> <li style="font-size: 10pt; color: rgb(58, 59, 65);"><span style="font-size: 10pt; color: rgb(58, 59, 65);">Demonstrate efficient product knowledge and adapt to changing policies and procedures on a constant basis.</span></li> </ul> <h2><span style="font-size: 10pt; color: rgb(58, 59, 65);">What We Look For:</span></h2> <ul> <li style="font-size: 10pt; color: rgb(58, 59, 65);"><span style="font-size: 10pt; color: rgb(58, 59, 65);">1+ years of experience in banking, financial services, and/or related industry.</span></li> <li style="font-size: 10pt; color: rgb(58, 59, 65);"><span style="font-size: 10pt; color: rgb(58, 59, 65);">High school diploma or equivalent required.</span></li> <li style="font-size: 10pt; color: rgb(58, 59, 65);"><span style="font-size: 10pt; color: rgb(58, 59, 65);">Ability to calculate financial information accurately.</span></li> <li style="font-size: 10pt; color: rgb(58, 59, 65);"><span style="font-size: 10pt; color: rgb(58, 59, 65);">Strong problem solving and analytical skills.</span></li> <li style="font-size: 10pt; color: rgb(58, 59, 65);"><span style="font-size: 10pt; color: rgb(58, 59, 65);">Excellent verbal and written communication skills with a customer centric focus in de-escalation and empathy.</span></li> <li style="font-size: 10pt; color: rgb(58, 59, 65);"><span style="font-size: 10pt; color: rgb(58, 59, 65);">Meticulous, detail-oriented approach to reviewing documents and processing ap