Job details

Auto Special Cases Coordinator

Upgrade is a fast-growing fintech focused on improving customers' financial well-being by offering responsible credit products. We are seeking an Auto Special Cases Coordinator to handle sensitive auto finance situations — including potential straw purchases, deceased customer notifications, and vehicle reinstatement/redemption — with exceptional communication, compassion, and strict documentation to ensure regulatory compliance.

Skills

Excellent written and verbal communication for difficult conversations
Empathy and professionalism when working with family members and executors
Strong organization and meticulous documentation skills
Working knowledge of repossession laws, UDAAP, and relevant state/federal regulations
Experience with case management systems and cross-functional coordination
Ability to calculate amounts due and explain reinstatement/redemption processes

Responsibilities

Conduct detailed conversations when potential straw purchase or fraudulent activity is identified
Collect, review, and escalate documentation for ownership verification
Educate customers on policy and regulatory requirements around eligibility and ownership
Collaborate with Fraud Operations, Titles, Legal, and Collections to resolve cases
Serve as primary contact for family members, executors, and authorized representatives
Request and verify required documents (e.g., death certificates, letters testamentary)
Coordinate account updates and lien/title resolution with internal partners
Explain reinstatement/redemption options, timelines, and required documentation after repossession
Accurately calculate and communicate amounts due and ensure proper notices are issued
Track vehicle availability, storage fees, pickup logistics, and document all customer commitments

Education

High school diploma or equivalent required
Associate's or Bachelor's degree preferred

Benefits

Paid time off (PTO)
401(k) matching
Comprehensive medical, dental, vision, life insurance & disability
Convenient downtown Phoenix office near light rail and public transit
Paid parking or platinum pass
New hire training program and wellness incentive program
Kitchen stocked with snacks and beverages

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auto finance collections reinstatement repossession titles liens fraud operations case management UDAAP customer service estate remediation documentation

Upgrade Glassdoor Company Review

3.8

Upgrade DE&I Review

No rating

CEO of Upgrade

Renaud Laplanche

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Average salary estimate

$52000 / YEARLY (est.)

min

max

$42000K

$62000K

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Upgrade

Come join us if you like to tackle big problems and make a meaningful difference in people's lives. Our goal is to reduce or eliminate fees on everyday transactions and make credit more affordable for millions of families across America. We’ve alr...

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FUNDING

Series C

DEPARTMENTS

Customer Support

SENIORITY LEVEL REQUIREMENT

Mid-Level

INDUSTRY

Banking & Lending

TEAM SIZE