Underwriting Sales Support Analyst

Upgrade helps customers move in the right direction with affordable and responsible financial products. Since 2017, we’ve helped over 7 million customers access over $40 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. We’re backed by some of the most prominent technology investors and were most recently valued at $6.3B.

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

We’re 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

The Underwriting Sales Support Analyst is responsible for managing all merchant-related requests received from the Underwriting team to ensure the timely and accurate processing and decisioning of applications. This role involves proactively initiating contact with merchants to gather essential documentation required for application reviews, verifying details such as email addresses—particularly when fraud concerns are identified on credit reports—and participating in joint calls with merchants and banking partners to verify bank account information as part of the onboarding and verification process.

 What You’ll Do:

• Initiate contact with merchants to collect required documentation for application review.

• Verifying email address, especially when fraud concerns are identified on credit reports

• Participate in joint calls with merchants and banks to verify bank account information as part of the onboarding and verification process.

• Review and verify submitted documents in accordance with established guidelines, demonstrating strong attention to detail.

• Provide exceptional customer service by addressing and resolving inquiries promptly and professionally.

• Ensure a positive and seamless experience during each merchant interaction.

• Assist merchants throughout the onboarding process, including verifying email addresses, staged funding, and responsible party details.

• Respond to merchant inquiries via phone and email with professionalism and clear communication.

• Collaborate closely with the Sales and Underwriting teams to process applications efficiently and accurately.

What We Look For

• Proven ability to prioritize and manage multiple deadlines in a fast-paced environment.

• Strong written and verbal communication skills are necessary for interacting with various parties involved in the application process.

• Strong organizational skills and attention to detail.

• High level of professionalism and a strong work ethic.

• Team-oriented with a proactive approach to assisting colleagues.

• Self-motivated and adaptable, with a strong ability to learn new processes independently and troubleshoot issues with minimal guidance.

• Cross-trained in multiple functions and adaptable to shifting priorities.

Nice to Have

• High school diploma or equivalent; Bachelor's degree preferred.

• Proficiency in Microsoft Office Suite and internet-based applications.

• Skilled in handling file transfers and interpreting various file formats.

• 2–4 years of experience in processing, client services, or a related field

What We Offer You

• Competitive salary and stock option plan.

• 100% paid coverage of medical, dental and vision insurance.

• Competitive 401(k) and RRSP program.

• Flexible PTO.

• Opportunities for professional growth and development  

• Paid parental leave.

• Health & wellness initiatives.

#BI-Hybrid   #LI-Hybrid

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.

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 Upgrade's Talent Acquisition department to submit resumes and only in conjunction with a valid, fully executed agreement. English is required for all positions, as it involves interacting with staff at Upgrade's offices worldwide.