Supervisor, Back Office

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 $25 billion in affordable and responsible credit to our 2.7M 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 1600 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 currently looking for a Back Office Operations Supervisor to join our team. We’re looking for a dedicated, people-oriented leader to guide, mentor, and inspire our team members in an ever-changing fast-paced environment that is experiencing tremendous growth. In this role, you will be responsible for the day-to-day oversight of the Back Office Operations team  within Account Servicing Operations. You will be responsible for managing escalation inquiries, process and procedure development, and supervising employees. This is an in-person role at our Downtown Phoenix location, with no remote option available.   What You’ll Do: Have clear knowledge of internal policies and procedures Develop and manage a group of 15+ team members Monitor the team’s daily task assignments to ensure accuracy of processing as well as daily completion of all tasks (Primary tasks include account charge offs and hardship program enrollment) Utilize common process improvement techniques to analyze operations and help design and implement better, more efficient workflows Provide feedback on roadblocks or improvements to ensure team productivity and efficiency meet or exceed our customers’ needs Provide coaching and professional development to team members to enhance their knowledge and technical acumen Measure and maximize staff productivity through metrics and effective workforce management Manage the implementation of projects in related areas of focus, delivering on targets and established deadlines Mentor, inspire and provide guidance to your team with a focus on helping them achieve their goals, grow as team members, and create successful experiences for our customers   What We Look For: Minimum of 3 years of financial services experience required Minimum 2 years of supervisory experience Understanding of collections/delinquency lifecycle is preferred Excellent leadership and management skills Superior written and verbal communications skills Should have excellent problem solving, negotiation, and analytical skills Good organizational skills and attention to detail are essential Must have good interpersonal and active listening skills Strongly prefer SQL Skills and expert level Excel experience Proficient in Google Suite (Sheets, Docs, etc.) Ability to work well in a fast-paced, multi-task environment and be team-oriented   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.