Manager, Auto Collections at Upgrade

Phoenix, Arizona, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Financial ServicesIndustries

Requirements

Ability to solve problems, make decisions, and deal with complex and sensitive issues
Ability to manage multiple projects and thrive in a dynamic and fast-paced environment
High-energy, positive team player that works well with others
Proven track record as a leader of high performing teams
Excellent process and project management skills with strong attention to detail
Excellent verbal and written communication skills; ability to work effectively with a wide range of people
Excellent knowledge of FDCPA/FCRA rules and standards
Proficient with G Suite, Excel, Word, and PowerPoint
5+ years management experience for a consumer credit card or unsecured loan portfolio
Minimum 3 years of experience in auto collections/account management operations
Minimum 3 years in a supervisory capacity, preferably in a lending/banking or financial services environment

Responsibilities

Manage, develop and coach teams of supervisors and agents on the Collections team
Deliver a best-in-class customer experience
Deliver on departmental goals for 30+ delinquency and losses
Focus on department engagement and development
Analyze activity to continually improve process and performance
Partner closely with internal teams to create open communication, monitor and provide loan performance feedback to credit department leadership
Continuously assess and evaluate dialer systems, technologies, and procedural requirements for the account servicing areas
Make recommendations to improve/increase operational efficiency, workflow, processes and procedures, and implement the same
Provide regular performance reporting to senior management
Maintain department policy and procedures and establish new policy & procedures as business needs warrant
Maintain up-to-date expertise and knowledge of servicing laws, rules, regulations, and developments
Provide supportive role to resolve compliance issues; recommend changes to processes to meet requirements
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
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

Skills

Key technologies and capabilities for this role

Collections ManagementTeam LeadershipSupervisor CoachingCustomer ExperienceDelinquency ManagementLoss MitigationPerformance AnalysisProcess ImprovementDialer SystemsLoan ServicingCredit Feedback

Questions & Answers

Common questions about this position

What does the Manager, Auto Collections role entail?

The role involves managing, developing, and coaching teams of supervisors and agents on the Collections team, delivering a best-in-class customer experience, and meeting departmental goals for delinquency and losses.

What skills are required for the Manager, Auto Collections position?

The ideal candidate must be a very hands-on manager and extremely detail-oriented, with skills in analyzing activity to improve processes, managing staff productivity through metrics, and maintaining knowledge of collections techniques, servicing laws, and regulations.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What is the company culture like at Upgrade?

Upgrade has a collaborative and inclusive culture, consistently recognized as one of the World’s Top Fintech Companies by CNBC, Best Places to Work by Built In and others, and emphasizes designing and delivering better products.

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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