Account Servicing Supervisor, Flex Pay

Upgrade is seeking an experienced Supervisor for its Account Servicing, Flex Pay team. The Supervisor will be responsible for the day-to-day operations of a team of Account Servicing Specialists, supervising the overall performance of daily activities, and ensuring compliance with all state and federal regulations and corporate policies. The Supervisor will also examine workload volumes and prioritize work efforts to meet team goals. They will manage escalations, settlements, and process and procedures development in partnership with Compliance and QA teams by building strong relationships with internal customers and team members.

What this role involves:

• Understanding and mastering process workflows and systems, and providing feedback on roadblocks or improvement to ensure team productivity and efficiency meet or exceed customers’ needs
• Building and maintaining a high performing team to meet and exceed company goals
• Measuring and maximizing staff productivity through metrics and effective workforce management
• Developing and maintaining updated knowledge of collections techniques and procedures
• Developing and maintaining policies and document procedures
• Ensuring that all KPI’s for the department are met
• Examining workload volumes and prioritize work efforts to meet team goals
• Providing coaching and professional development to team members to enhance their knowledge and technical acumen
• Coordinating closely with the team by communicating project or team status and success metrics

What Upgrade is looking for:

• Excellent leadership and management skills
• Strong written and verbal communication skills
• Excellent problem solving, negotiation and analytical skills
• Good organizational skills and attention to detail are essential
• Exceptional customer service skills
• Proficient in Google Sheets, Excel, Word
• Ability to work well in fast-paced, multi-task environment, and be team oriented
• 2 years leadership additionally experience with travel & call centers
• Financial knowledge background

What Upgrade offers:

• 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 beverages