Upgrade, Inc. · 2 days ago
Manager, Auto Collections Department
Phoenix, AZ
Full-time
Onsite
Mid, Senior Level
$90K/yr - $90K/yr
5+ years expUpgrade, Inc. is a leading financial products company that focuses on improving customers' financial well-being. They are seeking a Manager of Collections to lead and develop the collections team, ensuring operational efficiency and excellent customer service while managing departmental goals and compliance standards.
BankingCreditFinancial ServicesFinTechMobile
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 assessing and evaluating dialer systems, technologies, and procedural requirements for the account servicing areas
Makes recommendations to improve/increase operational efficiency, workflow, processes and procedures, and implements 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
Provides supportive role to resolve compliance issues; recommends 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
Excellent knowledge of FDCPA/FCRA rules and standards
Qualification
Required
5+ years management experience for a consumer credit card or unsecured loan portfolio
BA/BS or higher in related field required
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
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
Benefits
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
New Hire Training Program
Wellness Incentive Program
Kitchen fully stocked with snacks and beverages
Company
Upgrade, Inc.
Upgrade helps customers move in the right direction with affordable and responsible financial products.
1001-5000 employees
H1B Sponsorship
Upgrade, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (52)
2024 (34)
2023 (31)
2022 (25)
2021 (22)
2020 (11)
Funding
Current Stage
Late StageTotal Funding
$752MKey Investors
Neuberger BermanKoch Disruptive TechnologiesMouro Capital
2025-10-16Series G· $165M
2021-11-16Series F· $280M
2021-08-11Series E· $105M
Leadership Team
Renaud Laplanche
Co-founder & CEO
Adelina Grozdanova
Co-Founder, Head of Investor Group
Recent News
Daily Star Egypt
2025-12-04
2025-12-03
2025-10-31
Company data provided by crunchbase