Policy & Procedure Analyst

Back to jobs Policy & Procedure Analyst Phoenix Apply 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 $33 billion in affordable and responsible credit to our 5.5M 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 1850 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 looking for a Policy & Procedure Analyst to join our Process Management team in our Phoenix call center. This person will own the research, writing, and editing or professional quality process and job guide documentation that establishes standard procedures across our operational teams in a financial services contact center environment. What You'll Do: Own the research, writing, and editing or professional quality process and job guide documentation that establishes standard procedures across our operational teams in a financial services contact center environment Understand and operate within existing change management requirements, often in varying time constraints and levels of details. Demonstrate the ability to execute the translation of high-level conceptual information and ideas to written material that is thorough and thoughtful for the intended audience Operate within and actively contribute to a growing and structuring program with a mentality towards resolutions, improvements, and increasing structure to the program appropriately over time.  Serve as a subject matter expert on operational procedure and processes, advising leadership through sound decision-making on process optimization or areas of risk. Serve as an experienced individual contributor on the operations policy and procedure team, leading by example, displaying a high level of ownership, and mentoring others. Interact and proactively communicate with varying levels of department and operations leadership to ascertain areas of need or improvement in the program What We Look For: 2 Years of experience directly related to procedural documentation and content creation Formal writing or technical procedural writing experience required Exceptional verbal and written communication skills Bachelor's degree required Financial services regulatory and compliance knowledge required Experience in a startup, fintech, or fin-serv call center environment required Sense of ownership and responsibility towards troubleshooting issues and solutions with a self-motivation to accept and complete tasks Highly organized individual with the ability to effectively balance a high volume of tasks of varying degrees of complexity, urgencies, and topics Expert proficiency with Google Suite and Microsoft Office Ability to thrive in an intense, do-it-yourself, start-up environment that has a fast pace and continuous change with ease and comfort Ability to react with appropriate levels of urgency to situations and events that require quick response or turnaround and ability to switch gears at a moments notice Ability to complete a high volume of tasks and projects with little or no guidance on time management and work organization Able to maintain a high level of integrity What We Offer You: Competitive salary and stock option plan 100% paid coverage of medical, dental and vision insurance Flexible PTO Competitive 401(k) and RRSP program Opportunities for professional growth and development Paid parental leave Health & wellness initiatives The starting salary for this position in Phoenix, Arizona is USD $70,000 annually and benefits. Within this range, an individual's base pay will be dependent on a variety of factors, including without limitation, job-related knowledge, skills, education, and experience. #BI-Hybrid  #LI-Hybrid 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 . Create a Job Alert Interested in building your career at Upgrade? Get future opportunities sent straight to your email. Create alert Apply for this job * indicates a required field Autofill with Greenhouse First Name * Last Name * Email * Phone * Resume/CV * Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf Cover Letter Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf LinkedIn Profile Are you legally authorized to work in the United States? * Select... Will you now, or in the future, require sponsorship for employment visa status (e.g. H-1B visa status, work permit, etc.)? * Select... This role will require a hybrid onsite work schedule at our PHX office (4 days a week). Will you be able to accommodate this? * Select... Demographic Questions & Categorizations Upgrade is dedicated to building a diverse team and an inclusive culture. We believe that it’s crucial to Upgrade’s long-term success to create an environment where all employees feel like they belong and have an equal opportunity to succeed. For this reason, we are asking candidates to voluntarily self-identify through a few demographic questions. Our purpose in collecting this information is to help us assess our outreach efforts and diversity representation goals. Your responses will not be linked to your identity or your application, and neither recruiters nor hiring managers can see this information at an individual level. Your responses are stored in the aggregate and will not play any role in our hiring decision.  Your decision to participate or not participate in this survey will have no impact on your candidacy at Upgrade. How you do you identify? (Gender identity) Select... 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