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U

Customer Service Analyst

upgrade · 30+ days ago

Phoenix

$47k+
Estimation

Full-time

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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:

We're looking for a Customer Service Analyst to join our Escalation Team. In this role, you will build out the Customer Service Escalation Process and create efficiencies by leveraging Sumo Logic, DBVisualizer, and Tableau to effectively provide a solution for applications. As a Customer Service Analyst, you will be critical in exploring issues and providing critical insights to improve decision making. You will also work with business teams to strategically communicate root causes. To be successful in this role, you must be a self starter, entrepreneurial by nature, and enjoy a fast-paced, challenging environment.

What You’ll Do:

Enhance data and analysis work by providing actionable insight to your manager
Work collaboratively, cross-functionally, and independently to interface with stakeholders and other analysts or engineers to meet business requirements
Effectively communicate (written and verbal) technical subject matters to non-technical business stakeholders
Learn and grow in operations with a focus on back-end databases and reporting of relevant business information

What We Look For:

1+ year of experience in a quantitative, analytical, or reporting role within the Financial Services industry
BA/BS degree in quantitative field (Mathematics, Statistics, Engineering, Economics)
1+ years of experience presenting data in an easily digestible format
Strong analytical and problem-solving skills
Strong knowledge of SQL, DBVisualizer, and Tableau, specifically creating dashboards
Highly proficient in MS Excel and/or Google Sheets
Call Center and Call Center Reporting experience

What We Offer You:

Great open office space
Unlimited 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
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.

•

Last updated on Aug 22, 2024

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