Manager, Servicing Operations

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. We have delivered over $24 billion in affordable and responsible credit over the last 5 years. 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 join us if you like to tackle big problems and make a meaningful difference in people's lives.   About the Role: We are seeking an experienced Manager of Servicing Operations to manage the Payment support teams. We are rapidly growing our business and are seeking an individual to help manage the processes, procedures and strategies. Must be a very hands-on manager and extremely detail-oriented. The ideal candidate will have extensive experience with payment processing and/or application of payments, adjustments, and cash flow reconciliation.   What You'll Do: Manage, develop and coach teams of Back Office specialists in the Account Servicing department Monitor day-to-day physical mail, bankruptcy filings, charge-offs, hardship processing, deceased notices, and other related issues to meet the company's daily reconciliation deadlines Analyze activity to continually improve performance and set the best-in-class industry standard Work closely with Product and Audit as well as other departments Continuously assessing and evaluating servicing systems, technologies, and procedural requirements for the support and payment servicing teams Makes recommendations to improve/increase operational efficiency, workflow, processes, procedures, and implements the same Focus on department engagement and development Provide regular performance reporting to senior management Maintain department policy and procedures and establish new policies & procedures as business needs warrant   What We Look For: Ability to solve problems, make decisions, and deal with complex and sensitive issues Decipher processing discrepancies and volumes 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 proficiency with Excel, Word, and PowerPoint 5+ years of management experience for a consumer credit or unsecured loan portfolio and experience in loan servicing operations a plus Bankruptcy, document management, probate, and/or back-end operations processing experience Minimum 3 years in a supervisory capacity, preferably in a lending/banking or financial services environment BA/BS or higher in a 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 Notice to California-based Candidates for Employment. This California Candidate Privacy Notice is intended to provide information about how Upgrade collects and uses personal information to California consumers who apply for employment with Upgrade If you are employed by Upgrade, refer to the Employee Handbook for additional information. For any questions about this notice, please contact ccpa@upgrade.com. Personal Information Upgrade Collects: Identifiers Including name, address, email, telephone number, social security number, driver license number, passport number, and other personal identifying information. Characteristics of protected classifications under California or federal law, including demographic information and other personal information obtained during the application process, such as gender, race, national origin . Professional or employment-related information, such as salary/compensation and benefits packages, other relocation or job preferences, prior background, experience, skills, and other information in support of your application, reference information, other information obtained through background checks, including employment, credit, and criminal history. Education Information. Any other information you provide as a part of  recruitment, job application, or interview process.  Purposes for Collecting Personal Information: To consider qualifications, skills, and interest for employment . To communicate with you during the recruitment and interview process. To conduct background checks and verify your information if you are offered employment . To provide compensation, including payroll, and  administer stock options and benefits, including medical, dental, vision, commuter, and retirement benefits. To provide human resources services and conduct performance evaluations. To monitor work eligibility including work-related licenses, credentials, training, and eligibility to work in the United States. To improve recruitment and interview processes and  ensure a safe and efficient working environment. To comply with applicable legal or regulatory requirements including state and federal company reporting obligations.   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.