What you'll do

• Interacting with customers who are greater than 30 days past due, providing assistance by answering questions and process requests by phone
• Answer incoming customer calls regarding billing issues, service questions and general concerns
• Assist customers with disputes and inquires and reconciling payment history
• Perform creative skip tracing techniques to locate customers
• Provide thorough and accurate documentation to customer accounts through our communication channels
• Utilize judgment to analyze the customers ability to pay and establish a repayment plan
• Identifying areas of opportunity for optimizing results and improving customer satisfaction
• Be a daily key contributor to improving training and development
• Servicing accounts by investigating problems and finding resolutions to help overcome objections that customers may have about making payments and working towards solutions that best fit the customer needs, creating a positive customer experience
• Maintain superior quality assurance results
• Coming to work with a positive outlook contributing to Upgrade’s already enjoyable environment

What you have

• 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
• Previous experience in a customer service, sales, or finance industry
• College experience, Associate’s or Bachelor's degree preferred
• Working knowledge of FDCPA and FCRA experience
• Team player seeking a fast-paced and challenging environment
• Proficient in Microsoft, Cloud based products and Google apps