Location: Phoenix

Employment Type: Full-Time

Team: Operations

Upgrade is a fintech unicorn founded in 2017. We are the fastest-growing company in the Americas (Financial Times). In the last five years, over 15 million people have applied for an Upgrade card or loan, and we have delivered over $10 billion in affordable and responsible credit. Our innovative Upgrade Card is the fastest growing credit card in America (Nilson Report). Combining the flexibility of a credit card with the low cost of an installment loan helps us redefine banking.

Upgrade has been named a “Best Place to Work in the Bay Area” three years in a row, one of the “Top Companies to work for in Arizona”, and we have received awards 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 1300 talented and passionate professionals. Come join us if you like to tackle big problems and make a meaningful difference in people's lives.

What you'll do:

• Primarily responsible for the development of process maps to clearly illustrate both existing and new operational processes. This includes both translating information from documented procedures and sourced information from subject matter experts
• Maintain documentation of business requirements and project scopes for key process improvement projects and initiatives
• Leverage insights from data, business needs, and risk considerations to scope, organize, and prioritize process improvements within in the operations
• Work closely and collaboratively with department leadership and business stakeholders to ascertain and synthesize a wide range and high volume of needs and ideas
• Bring a flexible, positive, and solutions-oriented mindset to everything you do. This is a high paced environment that best suits individuals with the energy and willingness to tackle business development, efficiency, and quality needs in a high growth environment

What skills you need:

• 2+ years of process mapping experience in a business format required
• General knowledge of call center and financial services processes required
• Experience in startup, fintech, or finserv call center environments preferred
• Bachelor's degree or higher preferred
• Highly organized individual with strong attention to detail
• Ability to effectively balance a high volume of tasks of varying degrees of complexity, urgencies, and topics
• Ability to communicate across a wide audience from operational end users, project stakeholders, and senior management

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.