Automotive Loan Account Specialist (Bilingual in Spanish)

Upgrade helps customers move in the right direction with affordable and responsible financial products. Since 2017 weve 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. Were backed by some of the most prominent technology investors and were most recently valued at $7.3B.

Were consistently recognized for our collaborative and inclusive culture. Most recently we were named one of the Worlds Top Fintech Companies by CNBC Best Places to Work by Built In Best Places to Work by the San Francisco Business Times Americas Greatest Workplaces by Newsweek Best Startup Employer by Forbes and Healthiest Employers by Phoenix Business Journal.

Were 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 an Automotive Loan Account Specialist (Bilingual in Spanish) you will engage with our customers by phone and email providing the best in class service related to current status of accounts payments and other concerns. You will be encouraged to collaborate with management and team members to accurately and efficiently assist our customers.

Starting Pay: $22/Hour Language Pay Differential

What Youll Do:

• Interact with customers to answer questions provide assistance and process requests by phone and email.
• Complete welcome calls to new customers Answer incoming customer calls regarding billing issues service questions and general concerns Provide thorough and accurate documentation to customer accounts across our communication channels.
• Identify areas of opportunity for optimizing results and improve customer satisfaction Contribute to the improvement of training and development on a daily basis.
• Service accounts by investigating problems and finding resolutions to help overcome customer objections about payments while working towards solutions that best fit their needs.
• Create a positive customer experience Maintain superior quality assurance results.

Nice to Have:

• Candidates must be fluent in both English and Spanish as bilingual Spanish proficiency is required for this role.
• 2 years of customer service experience required.
• 1 years of experience in auto/servicing collections High School Diploma or equivalent required Bachelors or Associates degree preferred.
• Working knowledge and experience with FDCPA and FCRA regulations.
• Excellent written and verbal communication Strong 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 professionalism and persuasive communication skills.
• Team oriented mindset Proficient in Microsoft Cloud based products and Google Workplace.

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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.

The role requires the ability to receive and exchange information with customers peers supervisors and cross-functional partners through available communication channels which may include meetings email phone and digital collaboration tools and may involve real-time verbal or in-person exchanges depending on business need.

Job duties may involve managing a high volume of inbound and/or outbound customer interactions and work activities using telecommunications and computer systems. The role requires the ability to read analyze and interpret information displayed on computer screens and remain in a working posture for extended periods consistent with the demands of the position.

Work may be performed in a contact center office or remote environment depending on business needs and the nature of the role. Onsite work environments may include shared workspaces standard office lighting and moderate background noise typical of customer service or operational settings.

Employees working remotely are responsible for maintaining a secure and productive workspace with reliable internet connectivity that supports company systems and safeguards the confidentiality of company and customer information.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position in accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws.

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 Upgrades Talent Acquisition department to submit resumes and only in conjunction with a valid fully executed agreement.