Product Support Specialist

Upgrade is a fintech company that provides affordable and responsible credit, mobile banking, and payment products to everyday consumers. We were the fastest growing company in the Americas last year according to the Financial Times and Upgrade Card was the fastest growing credit card in America two years in a row. We have delivered over $31 billion in affordable and responsible credit to our 5M customers. The company is backed by some of the most prominent technology investors and was recently valued at $6.3B.

We have built an energizing, collaborative and inclusive culture where team members help each other, learn and innovate to move the company and its customers in the right direction, and own the outcome of their efforts.

Upgrade has been named a “Best Place to Work in the Bay Area” three years in a row, “Top Companies to work for in Arizona” and one of the "Best Engineering Department" awarded annually by Comparably. We've also received recognition for being a best company for Diversity, Women, Culture, and Veterans.

We are looking for new team members who get excited about designing and delivering new and better products to join a team of 1600 talented and dedicated professionals. Come work with us if you like to tackle big problems and make a meaningful difference in people's lives.

About the Role:

Upgrade is seeking a Product Support Specialist to join our team in Phoenix, AZ. The Product Support Team supports the account servicing organization by providing support on post-issuance products that depend on Spectrum and Agent tool components. The Product Support role is responsible for supporting the organization’s main CRM/loan management software. Reporting to the Product Servicing Manager, this individual contributor will engage with various partners to troubleshoot issues by testing in the sandbox environments, maintain reports, provide data for research, and analyze complex data that lead to solutions in the short term that may lead to long term projects and initiatives.

What You’ll Do:

• Act FAST to identify and troubleshoot issues to develop immediate workarounds that will resolve account issues and mitigate regulatory risks

• Builds productive internal relationships with peer-level positions by working cross-functionally to synthesize data and develop product features that improve the borrower experience

• Collaborate with Stakeholders and Business Partners to HELP managing and documenting configuration to support Upgrade’s servicing platform

• Develop internal job aides, procedures and process flows with the purpose of training internal departments on new features and provide ongoing support.

• Identify, assess, recommend, and support the implementation of IMPROVEments to core processes

• OWN newly released features and servicing-related processes

• Analyze borrower feedback and internal stakeholder requests to prioritize product defects

What We Look For:

• 1-2 years of relevant work experience, preferably in financial services / fintech space
• Ability to effectively prioritize multiple responsibilities and schedule requirements to meet deadlines
• Ability to work independently but a team player who can effectively collaborate across multiple groups
• Adaptable and flexible to changes in business needs as it relates to the role and daily responsibilities
• Advanced technical skills including proficiency in Microsoft, Google Suite, data mining tools, and/ or statistics with the aptitude to learn new programs
• Collaborative, non-confrontational, well-thought-written, and verbal communication style that promotes growth and partnership
• Experience interpreting rules and guidelines for appropriate decision-making
• Highly adaptable to an ever-changing environment
• Positive attitude
• Proven track record of meeting and exceeding expectations
• Self-starter with the ability to thrive with minimal supervision
• Strong attention to detail
• Superior written and verbal communication skills with the ability to analyze data to clearly and concisely convey operational successes, trends, and opportunities

What We Offer You:

• Great open office space
• Paid time off (PTO)
• 401K matching
• 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

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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.