Manager, Auto 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 a Manager of Collections to help lead and develop the company's collections agents on the Collections team. We are growing our business and continuing to seek individuals to help manage the collections 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 Collections team
• Deliver a best-in-class customer experience 
• Deliver on departmental goals for 30+ delinquency and losses
• 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 dialer 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.
• 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
• 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 KPI’s for the department are met
• Examine workload volumes and prioritize work efforts to meet team goals
• Excellent knowledge of FDCPA/FCRA rules and standards

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 auto collections/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

What We Offer You: 

• 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

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.