Director, Collections

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 seeking a Director of Collections to help lead and develop the company's Collections teams. We are seeking an individual to help lead our internal and external collections strategy, processes, and procedures. This role will report directly to the Head of Servicing and Collections in the Phoenix Operations Center. The ideal candidate must be a very hands-on manager and extremely detail-oriented. What You'll Do: Oversee day-to-day operations of Collections, with a focus on: early-stage collections, late-stage collections, third-party recovery, and debt sale Responsible for ensuring that Manager and Supervisors have the appropriate tools to meet/exceed service level agreements Accountable for delivering a best-in-class multi-tiered recovery strategy Focus on department engagement and development Analyze activity to continually improve process and performance Responsible for hiring, development and performance management of staff Measure and maximize staff productivity through metrics and effective workforce management Partner closely with internal teams such as Legal, Compliance and Investor to create open communications for onboarding, regulations, and contracts Monitor and provide loan performance feedback to Credit department leadership   Provides supportive role to resolve compliance issues; recommends changes to processes to meet requirements Maintain up-to-date expertise and knowledge of servicing laws, rules, regulations, and developments Provide regular performance reporting to senior management  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   What We Look For: 4-year degree required Minimum 10 years working in leadership in a high-volume contact center environment 8+ years of collections / recovery experience for a consumer credit card or unsecured loan portfolio 5+ years leading managers and supervisors and 100+ total FTE Technical acumen in contact center tools such as telephony, email, chat, customer feedback, workforce management, scheduling and forecasting, capacity planning Excellent knowledge of FDCPA, Regulation F, and FCRA rules and standards Strong workforce management skills as it pertains to a large contact center teams Extensive experience with contact center metric analysis Demonstrated people leadership and employee development Strong process improvement, reducing employee and customer pain points Strong communication skills with ability to effectively collaborate with various leadership levels and/or department   Nice To Have: MBA or equivalent Six Sigma certification or process improvement equivalent Project management experience Telephony and dialer system management (Genesys) Omni-Channel management experience (Zendesk, Genesys) Workforce management (scheduling, forecasting, adherence, etc.) Experience with a wide range of contact center tools/vendor   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 initiative   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.