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 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.
Available Schedule: Saturday - Tuesday 6:00am - 5:00pm PST
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 We Look For:

• 3 years of Bank Operations experience required; Fintech experience preferred
• 2 years of supervisory experience in a call center environment
• Financial Institution experience
• Excellent leadership and management skills
• Superior written and verbal communication skills
• Excellent problem solving, negotiation and analytical skills
• Good organizational skills and attention to detail
• Strong interpersonal and active listening skills
• Exceptional customer service skills
• Proficiency in Microsoft, Cloud Based Products, Google Sheets
• Ability to work well in a fast-paced, multi-task environment, and be team oriented

Nice to Have:

• Bachelor's degree
• Fintech experience

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
• Wellness Incentive Program
• Kitchen fully stocked with snacks and beverages

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For California residents: Upgrade's CaliforniaNotice 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.