Manager, Vendor

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 $33 billion in affordable and responsible credit to our 5.5M 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 1850 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:

The Vendor Manager is part of the Account Servicing Department which focuses on supporting the business, customers, and ongoing strategic initiatives to support the success of the Phoenix Servicing Center as a whole. This role must be able to cultivate relationships with third-party partners and have strong process improvement and performance management skills. The ideal candidate brings a positive mindset to our team environment and embodies the pillars of the Phoenix Service Center (Supporting scalable and efficient growth, Providing caring customer experiences, Operating with integrity, Building flexible talent and engaged teams).

What You’ll Do: 

• Day to day management of SLA and KPI performance of agency partners
• Enhance and implement collections strategies for all stages of the collections cycle
• Coordinate agency placements and develop effective controls
• Provide regular performance reporting to senior management
• Maintain policy and procedures, ensure accountability to established guidelines, establish new policy & procedures as business needs warrant
• Maintain up-to-date expertise and knowledge of collection laws, rules, regulations, and developments
• Conduct agency site visits for compliance and performance review

What We Look For:

• 5+ years of management experience in collections for a consumer auto portfolio, credit card or installment loan portfolio with 2+ years experience managing collection or servicing agencies
• Flexible mindset: as a start-up, we are growing quickly and you may need to adapt to changing policies and procedures while maintaining high-quality work output
• Excellent time management and work prioritization skills while managing multiple projects
• Capability of completing assigned tasks with careful attention to detail
• Ability to thrive in a dynamic, fast-paced and changing environment with ease and with minimal supervision
• Excellent verbal and written communication skills with the ability to work effectively with a wide range of people
• Proven track record of meeting and exceeding production and quality expectations
• Deep understanding of debt sale process and best practices
• Problem solving and analytical skills
• Extensive collections knowledge
• Excellent knowledge of FDCPA/FCRA rules and standards. 

• Competitive salary and stock option plan
• 100% paid coverage of medical, dental and vision insurance
• Flexible PTO
• Opportunities for professional growth and development 
• Paid parental leave
• Health & wellness initiatives

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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.