Collections Supervisor @ Upgrade

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 an experienced Collections Supervisor to join our team. In this role, you will be responsible for the day-to-day operations of a team of Collection Specialists, supervise the overall performance of daily collection activities, ensure compliance with all state and federal regulations and corporate policies. The Collections Supervisor will also examine workload volumes and prioritize work efforts to meet team goals. You’ll be responsible for managing escalations, settlements, process and procedures development in partnership with our Compliance and QA teams by building strong relationships with our internal customers and team members. If you enjoy problem-solving, coaching people to provide successful customer interactions, then this may be the right role for you.

What You’ll Do:

Understand and master our process workflows and systems, and provide feedback on roadblocks or improvement to ensure team productivity and efficiency meet or exceed our customers’ needs.
Build and maintain a high performing team to meet and exceed company goals.
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.
Ensure that all KPIs for the department are met.
Examine workload volumes and prioritize work efforts to meet team goals.
Provide coaching and professional development to team members to enhance their knowledge and technical acumen.
Coordinate closely with the team by communicating project or team status and success metrics.
Excellent knowledge of FDCPA/FCRA rules and standards.

What We Look For:

Excellent leadership and management skills.
Strong written and verbal communication skills.
Excellent problem solving, negotiation, and analytical skills.
Good organizational skills and attention to detail are essential.
Possess exceptional customer service skills.
Proficiency in Google Sheets, Excel, Word.
Ability to work well in fast-paced, multi-task environment, and be team oriented.

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

#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.

6 month growth

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