Supervisor, Auto Account Servicing

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 currently looking for an Auto Servicing Supervisor to join our team. If you enjoy problem solving, coaching people to provide successful customer interactions, then this may be the right role for you. In this role, you will be responsible for the day-to-day operations of a team of Auto Servicing Specialists. You will be responsible for managing escalation inquiries, process and procedure development, and supervising employees. In addition, you will build strong relationships partnering with our internal customers, such as the Compliance and QA teams.

Hiring Shift: 6:00am - 5:00pm Saturday - Tuesday

What You’ll Do:

• Master our process workflows and systems.
• Provide feedback on roadblocks or improvement to ensure team productivity and efficiency meet or exceed our customers’ needs.
• Provide coaching and professional development to team members to enhance their knowledge, technical acumen.
• 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.
• Manage the implementation of projects in related areas of focus, delivering on targets and established deadlines.
• Coordinate closely with team by communicating project or team status and success metrics.
• Develop documentation of implemented solutions and provide to supporting personnel.
• Assist with new hire training activities as needed.

What We Look For:

• 3+ years of Bank Operations experience required; Auto Servicing experience preferred.
• 2+ years of supervisory experience in a call center environment.
• Financial Institution experience Excellent leadership and management skill.

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
  

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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.

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.