Upgrade, Inc. · 2 months ago
Director, Deposit Servicing
Phoenix
Full-time
Onsite
Director/Executive
10+ years expUpgrade is a financial technology company focused on improving customers' financial well-being through responsible financial products. The Director of Deposit Servicing will lead the day-to-day operations of the bank’s deposit servicing functions, ensuring operational excellence and a customer-first culture.
BankingCreditFinancial ServicesFinTechMobile
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
Qualification
Required
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 affecting deposit servicing operations
Demonstrated ability to develop leaders and build high-performing, customer-focused teams
Experience managing large teams (100+ employees) across multiple locations or channels
Preferred
Experience in a digital-first or fintech banking environment
Expertise in workforce management systems (Genesys), CRM platforms, and service analytics tools
Six Sigma or another process improvement certification
Experience managing both inbound and outbound contact center environments
Proficiency with data visualization and reporting tools (Tableau, etc.)
Comprehensive knowledge of cash advance services, personal credit lines, and secured financial products
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