Supervisor, Back Office at Upgrade

Phoenix, Arizona, United States -

Full Time

Start Date

Immediate

Expiry Date

29 Jan, 26

Salary

0.0

Posted On

31 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Back Office Operations, Regulatory Compliance, Process Improvement, Team Leadership, Problem Solving, Data Analysis, Bankruptcy Procedures, Charge-Off Protocols, Payment Reconciliation, Document Management, Communication Skills, Project Management, Attention to Detail, Organizational Skills, Consumer Protection Regulations, Multitasking

Industry

Financial Services

Description

Upgrade helps customers move in the right direction with affordable and responsible financial products. Since 2017, we’ve helped over 7.5 million customers access over $42 billion in consumer credit. With a relentless focus on improving our customers' financial well-being, we build products that put more money in their pocket and support their journey toward a better financial future. We’re backed by some of the most prominent technology investors and were most recently valued at $7.3B. We’re consistently recognized for our collaborative and inclusive culture. Most recently, we were named one of the World’s Top Fintech Companies by CNBC, Best Places to Work by Built In, Best Places to Work by the San Francisco Business Times, America’s Greatest Workplaces by Newsweek, Best Startup Employer by Forbes, and Healthiest Employers by Phoenix Business Journal. We’re looking for new team members who get excited about designing and delivering new and better products. Come join us and help build a better financial future for millions of people. About The Role: We're looking for an experienced Back Office Supervisor to lead critical operational functions that keep our business running smoothly and compliant. In this role, you'll oversee a diverse portfolio of back-office operations—from bankruptcy processing and debt validation to payment handling and document management—while ensuring we meet the highest standards of regulatory compliance and operational excellence. This is a hands-on leadership position for someone who thrives on solving complex problems, driving process improvements, and building high-performing teams in a fast-paced financial services environment. If you're a detail-oriented leader who can balance multiple priorities while maintaining a big-picture perspective, we'd love to hear from you. What You’ll Do: Provide oversight of multiple back-office functions, including bankruptcy processing, debt validation, charge-offs, check processing, and mail/document management. Ensure compliance with FDCPA, FCRA, CFPB, bankruptcy rules, and other applicable regulations. Track key operational metrics, monitor performance, and identify opportunities to improve accuracy, efficiency, and turnaround times. Support teams through coaching, process guidance, and escalation of complex issues. Collaborate with other departments, vendors, and service providers to optimize workflows and remove bottlenecks. Lead initiatives to improve processes, implement controls, and ensure continuity across back-office operations. What We Look For: Highly organized, detail-oriented, and able to see the big picture. Comfortable leading multiple teams or functions, even if the exact reporting structure isn’t fixed. Experienced in consumer regulatory environments and financial services operations. Metrics-driven, with the ability to turn data into actionable insights. Positive, practical, and solution-focused with a hands-on approach. Minimum 3 years of experience in back office operations within lending/banking, debt collection, or financial services environment Minimum 1 years in a supervisory capacity, preferably in a lending/banking or financial services environment. Strong knowledge of bankruptcy procedures, charge-off protocols, and mailroom operations. Experience with check processing systems and payment reconciliation Thorough understanding of consumer protection regulations (FDCPA, FCRA, TCPA, CFPB guidelines 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 written and verbal communication combined with analytical and problem-solving skills. Demonstrated ability to multitask, prioritize, and work in a fast-paced environment. Ability to adapt to an ever-changing environment while keeping business risk and customer experience at the forefront of every decision. Strong attention to detail. Extremely organized. Proficiency with document management systems, case management software, and Microsoft Office Suite Ability to lift 20 lbs. What We Offer You: Great open office space Paid time off (PTO) Competitive 401(k) program 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 beverage #LI-Onsite For California residents: Upgrade's California Notice at Collection and Privacy Policy describes our practices regarding the collection, use, and disclosure of the personal information of job applicants. 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. English is required for all positions, as it involves interacting with staff at Upgrade's offices worldwide.

Responsibilities

Oversee multiple back-office functions including bankruptcy processing and debt validation while ensuring compliance with regulations. Lead initiatives to improve processes and support teams through coaching and guidance.