Job description

Upgrade is a fintech company that helps everyday consumers move in the right direction with responsible financial products that put more money in their pockets. We were the fastest-growing company in the Americas in 2020 according to the Financial Times, and Upgrade Card is currently the fastest growing credit card in America according to the Nilson Report. In the last five years, over 25 million people have applied for an Upgrade card or loan, and we have delivered over $16 billion in affordable and responsible credit to consumers.
Upgrade has been named a “Best place to work in Fintech”, “Best Place to Work in the Bay Area” three years in a row, one of the “Top Companies to work for in Arizona”, and we have received multiple awards for being one of the best companies to work for with respect to 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 1,250 talented and passionate professionals. Come join us if you like to tackle big problems and make a meaningful difference in people's lives.

About the Role:

The Banking Programs Team Lead is part of the growing Business Programs department focusing on new and ongoing strategic initiatives to support the success of the Phoenix Servicing Center. This key role will assist the supervisor in managing the daily workflow and will develop the leadership skills needed to support the team in successfully providing exceptional service to our customers . The ideal candidate thrives in a workplace that is constantly changing due to rapid growth and brings a positive mindset to our team environment.

What you'll do:

• Assist in the day to day operation of the banking programs team as a subject matter expert and point of contact for specialist inquiries.
• Champion exceptional experiences across all customer interactions. Drive operational policy and procedure improvements by identifying opportunities to provide a superior customer experience.
• Update policies and procedures in Confluence to reflect all approved changes.
• Be a key contributor in the improvement of training and development by assessing new hire performance and reinforcing expectations set by leadership.
• Share knowledge with the rest of the floor to improve team-performance and reinforce best practices.
• Reinforce superior quality assurance results and provide real-time coaching for the agents.
• Assist supervisors with complex tasks that include, but are not limited to customer escalations and SLA report reviews, as well as workflow and queue monitoring.
• Actively participate in department projects.
• Support all other ongoing responsibilities assigned to the Banking Programs team.

What you have:

• 2+ years experience in banking customer service
• 1+ years of team lead or supervisory experience
• Willingness to go above and beyond for the team.
• Excellent written and verbal communication combined with analytical and problem-solving skills.
• Flexibility and ability to adapt to business needs.
• Positive attitude and willingness to work with teammates on accomplishing tasks and responsibilities on an ongoing basis.
• Excellent time management and work prioritization skills.
• Capable of completing assigned tasks with careful attention to detail.
• Ability to thrive in a fast-paced and changing environment with ease and with minimal supervision.(Internal Candidates) Must be in their current role for 4 or more months with a proven track record of meeting and exceeding production and quality expectations.

Job Type: Full-time

Pay: $26.00 - $27.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Phoenix, AZ 85004: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Sales: 1 year (Preferred)
• Management: 1 year (Preferred)

Work Location: One location

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