Account Servicing Supervisor, Flex Pay Phoenix

Upgrade, Inc.; Phoenix (AZ); On-site; USD 60,000 - 80,000; Full time

Job summary

Upgrade, Inc., a leading fintech company, is looking for a Supervisor for the Account Servicing, Flex Pay team. In this role, you'll manage daily operations, ensure compliance, and build a high-performing team to enhance productivity and service quality. With a focus on coaching and developing staff, this position is perfect for an experienced leader eager to make a difference in the financial lives of our clients.

Benefits

Paid time off (PTO)

Competitive 401(k) program

Paid parking or platinum pass

New Hire Training Program

Wellness Incentive Program

Kitchen fully stocked with snacks and beverages

Qualifications

• 2 years leadership experience required.
• Experience in call centers is preferred.
• Financial knowledge background is important.

Responsibilities

• Supervise day-to-day operations of the Account Servicing team.
• Ensure compliance with state and federal regulations.
• Manage escalations, settlements, and develop processes.

Skills

Leadership

Communication

Problem Solving

Negotiation

Analytical Skills

Organizational Skills

Customer Service

Tools

Google Sheets

Excel

Word

Job description

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 $33 billion in affordable and responsible credit to our 5.5M 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 1850 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 Supervisor for our Account Servicing, Flex Payteam. In this role, you will be responsible for the day-to-day operations of a team of Account Servicing Specialists, supervise the overall performance of daily activities, ensure compliance with all state and federal regulations and corporate policies. The Supervisor, Account Servicing, Flex Paywill 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.

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 KPI’s 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

What We Look For:

• Excellent leadership and management skills
• Strong written and verbal communication skills
• Should have excellent problem solving, negotiation and analytical skills
• Good organizational skills and attention to detail are essential
• Possess exceptional customer service skills
• Proficient in Google Sheets, Excel, Word
• Ability to work well in fast-paced, multi-task environment, and be team oriented
• 2 years leadership additionally experience with travel & call centers
• Financial knowledge background

What We Offer You:

• Great open office space
• Paid time off (PTO)
• Competitive 401(k) program
• Conveniently located in the heart of Downtown Phoenix close to light rail and public transportation
• Paid parking or platinum pass
• New Hire Training Program
• Wellness Incentive Program
• Kitchen fully stocked with snacks and beverages

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. Upgrade does not accept unsolicited resumes from staffing agencies, search firms, or any third parties. Any resume submitted to any employee of Upgrade without a prior written agreement in place will be considered the property of Upgrade, and Upgrade will not be obligated to pay any referral or placement fee. Agencies must obtain advance written approval from Upgrade's Talent Acquisition department to submit resumes and only in conjunction with a valid, fully executed agreement.

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