Director, Deposit Servicing at Upgrade

Phoenix, Arizona, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, BankingIndustries

Requirements

Bachelor’s degree in Business, Finance, Operations Management, or related field (Master’s preferred)
10+ years of experience in banking or financial services operations, with at least 5 years leading deposit servicing, online banking operations, and/or contact center teams
Proven track record of improving operational KPIs such as CSAT, FCR, Quality Assurance, and SLA adherence
Strong understanding of online deposit products (ACH push/pull, DDA, savings, CDs, money market, wires, etc.) and related servicing functions
Deep knowledge of banking regulations (Reg E, Reg CC, UDAAP, BSA/AML)

Responsibilities

Oversee all aspects of deposit servicing operations, with a strong focus on contact center performance, call responsiveness, and customer satisfaction (CSAT)
Ensure supervisors and managers have the necessary tools, training, and data to meet or exceed service level agreements (SLAs) and key performance indicators (KPIs)
Design, implement, and optimize reporting systems to monitor call center metrics in real-time and historically; leverage insights to inform staffing, quality, and process improvements
Lead initiatives to reduce complaints and improve first contact resolution through coaching and empowerment of frontline teams
Drive precise scheduling, forecasting, and resource allocation to balance service levels and operational efficiency
Foster a high-performance, inclusive culture focused on engagement, professional development, and career growth
Identify and execute process enhancements to increase efficiency, reduce errors, and improve the overall customer experience
Partner with Operations, Compliance, Product, Risk, and Technology teams to ensure alignment of business initiatives and service delivery standards
Ensure operations comply with all applicable banking regulations (Reg E, Reg CC, UDAAP, BSA/AML), policies, and audit requirements
Lead workforce planning, hiring, performance management, and succession planning across the deposit servicing organization

Skills

Operational Leadership

Contact Center Management

Customer Experience

Performance Management

Regulatory Compliance

Continuous Improvement

Customer Satisfaction (CSAT)

Back-Office Servicing

Team Leadership

Call Center Operations

Upgrade

Provides loans, credit cards, and rewards

About Upgrade

Upgrade offers personal loans, credit cards, and rewards checking accounts to help individuals manage their finances. Their personal loans allow borrowing up to $50,000 with fixed rates and no prepayment penalties, while the Upgrade Card provides cash back rewards on various spending categories. What makes Upgrade different is its focus on affordability and user-friendly features, attracting customers looking for flexible credit solutions. The company's goal is to promote responsible financial behavior and long-term financial health through accessible credit options.

San Francisco, CaliforniaHeadquarters

2016Year Founded

$532.1MTotal Funding

SERIES_FCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401(k) Company Match

Unlimited Paid Time Off

Paid Parental Leave

Health & wellness initiatives

Risks

Expansion into auto loans increases exposure to credit risk.

Crowded BNPL market may pressure margins for Uplift acquisition.

Investment in new office space may strain resources if growth falters.

Differentiation

Upgrade offers a unique blend of credit and banking products.

The Secured OneCard targets consumers with little or no credit history.

Partnership with FairPlay enhances fairness in lending practices.

Upsides

Expansion into auto loans diversifies Upgrade's product offerings.

Acquisition of Uplift strengthens Upgrade's position in travel financing.

Partnership with Finturf enhances home improvement financing options.

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