Customer Service Supervisor, Flex Pay at Upgrade

Phoenix, Arizona, United States -

Full Time

Start Date

Immediate

Expiry Date

04 Feb, 26

Salary

65000.0

Posted On

06 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Management, Communication, Problem Solving, Negotiation, Analytical Skills, Organizational Skills, Attention to Detail, Customer Service, Google Sheets, Excel, Word, Fast-Paced Environment, Team Oriented, Financial Knowledge

Industry

Financial Services

Description

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: We are seeking an experienced Supervisor for our Customer Service, Flex Pay team. In this role, you will be responsible for the day-to-day operations of a team of Customer Service Specialists, supervise the overall performance of daily activities, ensure compliance with all state and federal regulations and corporate policies. The Supervisor, Customer Service, Flex Pay will also examine workload volumes and prioritize work efforts to meet team goals. You’ll be responsible for managing escalations, settlements, process and procedures development in partnership with our Compliance and QA teams by building strong relationships with our internal customers and team members. Hiring Shift: Wednesday - Saturday 6am - 5pm PST Pay: 65,000 What You’ll Do: Understand and master our process workflows and systems, and provide feedback on roadblocks or improvement to ensure team productivity and efficiency meet or exceed our customers’ needs Build and maintain a high performing team to meet and exceed company goals Measure and maximize staff productivity through metrics and effective workforce management Develop and maintain updated knowledge of collections techniques and procedures Develop and maintain policies and document procedures Ensure that all KPI’s for the department are met Examine workload volumes and prioritize work efforts to meet team goals Provide coaching and professional development to team members to enhance their knowledge and technical acumen Coordinate closely with the team by communicating project or team status and success metrics What We Look For: Excellent leadership and management skills Strong written and verbal communication skills Should have excellent problem solving, negotiation and analytical skills Good organizational skills and attention to detail are essential Possess exceptional customer service skills Proficient in Google Sheets, Excel, Word Ability to work well in fast-paced, multi-task environment, and be team oriented 2 years leadership additionally experience with travel & call centers Financial knowledge background What We Offer You: Great open office space Paid time off (PTO) Competitive 401(k) program 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 #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.

Responsibilities

The Supervisor will oversee the day-to-day operations of the Customer Service team, ensuring compliance with regulations and corporate policies. They will manage escalations and develop processes in collaboration with Compliance and QA teams.