Supervisor, Flex Pay Collections

Upgrade helps customers move in the right direction with affordable and responsible financial products. Since 2017, we’ve helped over 7 million customers access over $40 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 $6.3B.

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 an experienced Collections Supervisor to join our Flex Pay team. In this role, you will be responsible for the day-to-day operations of a team of Collection Specialists, supervise the overall performance of daily collection activities, ensure compliance with all state and federal regulations and corporate policies. The Collections Supervisor will also examine workload volumes and prioritize work efforts to meet team goals. You’ll be responsible for managing escalations, settlements, process and procedures development in partnership with our Compliance and QA teams by building strong relationships with our internal customers and team members. If you enjoy problem-solving, coaching people to provide successful customer interactions, then this may be the right role for you.

Schedule: Monday - Friday 9:00am - 6:00pm PST 

What You’ll Do:

• Understand and master our process workflows and systems, and provide feedback on roadblocks or improvement to ensure team productivity and efficiency meet or exceed our customers’ needs
• Build and maintain a high performing team to meet and exceed company goals
• Measure and maximize staff productivity through metrics and effective workforce management
• Develop and maintain updated knowledge of collections techniques and procedures
• Develop and maintain policies and document procedures
• Ensure that all KPIs for the department are met
• Examine workload volumes and prioritize work efforts to meet team goals
• Provide coaching and professional development to team members to enhance their knowledge and technical acumen
• Coordinate closely with the team by communicating project or team status and success metrics
• Excellent knowledge of FDCPA/FCRA rules and standards

What We Look For:

• Excellent leadership and management skills
• Strong written and verbal communication skills
• Should have excellent problem solving, negotiation and analytical skills
• Good organizational skills and attention to detail are essential
• Possess exceptional customer service skills
• Proficient in Google Sheets, Excel, Word
• Ability to work well in fast-paced, multi-task environment, and be team oriented

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.