Manager, Account Servicing

| Phoenix, AZ, USA | Hybrid
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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 Manager of Account Servicing to help lead and develop the company's servicing agents on the Account Servicing teams. We are growing our business and continuing to seek individuals to help manage the servicing 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 Account Servicing team
  • Deliver a best-in-class customer experience
  • 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 servicing 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.

 What We Look For:

  • BA/BS or higher in related field required
  • 5+ years management experience for a consumer credit card or unsecured loan portfolio
  • Minimum 3 years of experience in account servicing/ account management operations
  • Minimum 3 years in a supervisory capacity, preferably in a lending/banking or financial services environment
  • 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

 

What We Offer You: 

  • Great open office space
  • Paid time off (PTO)
  • 401K matching
  • Comprehensive benefits package: Medical, dental, vision, life insurance & disability
  • Conveniently located in the heart of Downtown Phoenix close to light rail and public transportation
  • Paid parking or platinum pass
  • New Hire Training Program
  • Wellness Incentive Program
  • Kitchen fully stocked with snacks and beverages

#LI-Onsite

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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • Apache GroovyLanguages
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    • ScalaLanguages
    • SqlLanguages
    • ReactLibraries
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An Insider's view of Upgrade, Inc.

How do you collaborate with other teams in the company?

I'm surrounded by so many smart, humble and passionate people, where I can learn and grow from everyday. With culture where everyone’s voice is valued and heard, this makes for a very collaborative and thriving workplace where you can grow. It is very empowering and it truly feels like we can achieve anything we, as a team, set our minds toward.

Nelson Lobo

Software Engineer

What are some things you learned at the company?

Since I started at Upgrade, I have been exposed to new technologies for test automation, infrastructure and code coverage, to name a few. I had some challenges in making our test framework more efficient and faster. This is another aspect of Upgrade that I love: there are always different projects to work on which means new learning opportunities.

Seti Momayez

QA Developer

What are Upgrade, Inc. Perks + Benefits

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
Team based strategic planning
Open office floor plan
Employee resource groups
Employee-led culture committees
Hybrid work model
In-person all-hands meetings
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Diversity employee resource groups
Health Insurance & Wellness Benefits
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Abortion travel benefits
Financial & Retirement
401(K)
401(K) matching
Upgrade offers up to 4% match after 90 days of employment.
Company equity
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Generous PTO
Paid holidays
Paid sick days
Flexible time off
Bereavement leave benefits
Hardship benefits
Office Perks
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Relocation assistance
Fitness stipend
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend

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