Supervisor, Account Servicing

1 week ago


Phoenix, Arizona, United States Upgrade, Inc. Full time

Join Our Team at Upgrade

Upgrade is a leading fintech company dedicated to providing affordable and responsible credit, mobile banking, and payment solutions to everyday consumers. Our commitment to innovation and customer service has allowed us to become one of the fastest-growing companies in the Americas, with accolades such as the Financial Times ranking and the rapid growth of the Upgrade Card. With over $25 billion delivered in credit to 2.7 million customers, Upgrade is backed by top-tier technology investors and valued at $6.3 billion.

At Upgrade, we foster a dynamic, collaborative, and inclusive culture where every team member contributes to the company's success. We have been consistently recognized as a fantastic place to work, winning awards like "Best Place to Work in the Bay Area" and being celebrated for our commitment to diversity, women, culture, and veterans.

We are currently seeking motivated individuals to join our team of 1600 professionals and work on crafting innovative solutions that have a positive impact on people's lives.

About the Role:

We are seeking a Loan Servicing Supervisor to oversee the day-to-day operations of our team of Account Specialists. In this role, you will play a crucial part in managing escalations, developing processes, and supervising employees to ensure exceptional customer interactions. Collaboration with internal teams like Compliance and QA will be essential.

Available Schedule: Saturday - Tuesday 6:00am - 5:00pm PST

Responsibilities:

  • Master process workflows and systems
  • Provide feedback for enhanced team productivity
  • Offer coaching and professional development
  • Measure staff productivity and manage workforce effectively
  • Stay updated on collections techniques and procedures
  • Develop and document policies and procedures
  • Coordinate projects and communicate effectively within the team
  • Assist with new hire training

Requirements:

  • 3+ years of Bank Operations experience
  • 2+ years of call center supervisory experience
  • Strong leadership and management skills
  • Excellent communication, problem-solving, and analytical skills
  • Proficiency in Microsoft, Cloud Based Products, Google Sheets
  • Customer service-oriented and team player

Nice to Have:

  • Bachelor's degree
  • Additional Fintech experience

What We Offer:

  • Great open office space
  • 401K matching
  • Comprehensive benefits package
  • Wellness Incentive Program
  • Convenient Downtown Phoenix location
  • Stocked kitchen with snacks and beverages

Upgrade is proud to be an equal opportunity employer that values diversity and does not discriminate based on various factors. Join us and be a part of our exciting journey



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