Manager, Account Servicing

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:

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 a 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
• 5+ years management experience for a consumer credit card or unsecured loan portfolio
• Minimum 3 years of experience in account servicing/ account management operations
• Minimum 3 years in a supervisory capacity, preferably in a lending/banking or financial services environment
• BA/BS or higher in related field required

• 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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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.