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 $25 billion in affordable and responsible credit to our 2.7M 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 are seeking a Manager of Account Servicing to help lead and develop the company's servicing agents on the Account Servicing teams. We are growing our business and continuing to seek individuals to help manage the servicing processes, procedures, and strategy. The ideal candidate must be a very hands-on manager and extremely detail-oriented.

What You'll Do:

Manage, develop and coach teams of supervisors and agents on the Account Servicing team
Deliver a best-in-class customer experience
Focus on department engagement and development
Analyze activity to continually improve process and performance
Partner closely with internal teams to create open communication, monitor and provide loan performance feedback to credit department leadership
Continuously assessing and evaluating servicing systems, technologies, and procedural requirements for the account servicing areas
Makes recommendations to improve/increase operational efficiency, workflow, processes and procedures, and implements the same
Provide regular performance reporting to senior management
Maintain department policy and procedures and establish new policy & procedures as business needs warrant
Maintain up-to-date expertise and knowledge of servicing laws, rules, regulations, and developments
Provides supportive role to resolve compliance issues; recommends changes to processes to meet requirements.

What We Look For:

Ability to solve problems, make decisions, and deal with complex and sensitive issues
Ability to manage multiple projects and thrive in a dynamic and fast-paced environment
High-energy, positive team player that works well with others
Proven track record as a leader of high performing teams
Excellent process and project management skills with strong attention to detail
Excellent verbal and written communication skills; ability to work effectively with a wide range of people
Excellent knowledge of FDCPA/FCRA rules and standards
Proficient with G Suite, Excel, Word, and PowerPoint
What you have:
5+ years management experience for a consumer credit card or unsecured loan portfolio

What We Offer You:

Great open office space
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
New Hire Training Program
Wellness Incentive Program
Kitchen fully stocked with snacks and beverages

#LI-Onsite

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.

Manager, Account Servicing

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Upgrade is dedicated to building a diverse team and an inclusive culture. We believe that it’s crucial to Upgrade’s long-term success to create an environment where all employees feel like they belong and have an equal opportunity to succeed.