Location: Phoenix

Employment Type: Full-Time

Team: Account Servicing

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.

Job Description

We are currently looking for a Loan Servicing Supervisor to join our team. If you enjoy problem solving, coaching people to provide successful customer interactions, then this may be the right role for you. In this role, you will be responsible for the day-to-day operations of a team of Account Specialists. You will be responsible for managing escalation inquiries, process and procedure development, and supervising employees. In addition, you will build strong relationships partnering with our internal customers, such as the Compliance and QA teams.

What You'll Do

• Master our process workflows and systems
• Provide feedback on roadblocks or improvement to ensure team productivity and efficiency meet or exceed our customers’ needs
• Provide coaching and professional development to team members to enhance their knowledge, technical acumen
• Measure and maximize staff productivity through metrics and effective workforce management.
• Develop and maintain updated knowledge of collections techniques and procedures
• Develop and maintain policies and document procedures
• Manage the implementation of projects in related areas of focus, delivering on targets and established deadlines.
• Coordinate closely with team by communicating project or team status and success metrics
• Develop documentation of implemented solutions and provide to supporting personnel
• Assist with new hire training activities as needed

What You Have

• Bachelor's degree preferred
• Minimum 3 years of Bank Operations experience required; Fintech experience preferred
• Minimum 2 years of supervisory experience in a call center environment
• Financial Institution experience
• Excellent leadership and management skills.
• Superior written and verbal communication skills.
• Should have excellent problem solving, negotiation and analytical skills.
• Good organizational skills and attention to detail are essential.
• Must have good interpersonal and active listening skills.
• Possess exceptional customer service skills.
• Proficient in Microsoft, Cloud Based Products, Google Sheets.
• Ability to work well in a fast-paced, multi-task environment, and be team oriented.

Benefits & Perks

• Great OPEN office location!
• Conveniently located in downtown Phoenix
• Comprehensive benefits package: Medical, dental, & vision
• Open vacation policy
• Kitchen stocked with beverages, snacks, and treats

COVID-19 considerations: We are an in-office role. We adhere to CDC guidelines, implementing additional cleaning and sanitation measures, and support our team in maintaining a safe and healthy space.

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.