About the role
Upgrade helps customers move in the right direction with affordable and responsible financial products. Since 2017, we’ve helped over 7.5 million customers access over $42 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 $7.3B. 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: We are seeking a detail-oriented, persistent, and highly organized Accounts Receivable Specialist to join our Home Improvement Operations team. In this pivotal role, you will drive the recovery of outstanding funds, safeguard the integrity of our financial data, and provide critical support to the Dispute Team through precise post-investigation actions. This role requires a unique professional balance: the ability to foster positive merchant relationships while maintaining a firm, results-oriented approach to financial recovery. You will serve as the primary engine for our daily collection workflows and play a key role in ensuring the accuracy of our cash reconciliation processes.
What You'll Do: Facilitate and manage consistent weekly outreach for all past-due merchant accounts, ensuring a reduction in day-sales-outstanding (DSO). Deploy high-impact collection strategies via phone and email to secure voluntary refund approvals and reconcile outstanding balances. Identify and escalate non-responsive merchants to Management and the Risk Team for advanced intervention. Proactively monitor for unusual merchant activity—such as cash flow volatility or consistent refund failures—and escalate findings for merchant-level risk reviews. Conduct in-depth research and collaborate with Dispute Leaders to rigorously rebut merchant allegations regarding non-payment, ensuring Upgrade's interests are protected. Expertly compile and organize evidentiary data to facilitate the issuance of formal Demand Letters. Own the Merchant Collections Tracker, ensuring real-time accuracy for account statuses including Litigation, Critical, and active Payment Plans. Provide essential support to the AR Lead on "Incoming Cash" reconciliation processes to ensure daily accuracy and transaction transparency. Partner closely with the Payments Team to verify that all manual adjustments within the CRM are finalized with 100% accuracy. Identify opportunities to streamline current AR workflows and documentation standards. What We Look For: 3–5 years of progressive experience in Accounts Receivable, Debt Recovery, or a specialized financial operations role. Exceptional verbal and written skills; the ability to translate complex financial discrepancies into clear "next steps" while maintaining a professional partnership tone. Advanced knowledge of Microsoft Excel (filtering, pivot tables, data manipulation) and comfort navigating complex CRM environments. Proven ability to handle highly sensitive financial data, bankruptcy filings, and legal documentation with the utmost confidentiality. A "problem-solver" mindset with the persistence required to follow up on aging accounts until resolution. What We Offer You: Competitive salary 100% paid coverage of medical, dental and vision insurance PTO Competitive 401(k) Opportunities for professional growth and development Paid parental leave Health & wellness initiatives #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.