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↳ Manage Interdependencies & Portfolio Health: Track and oversee multiple parallel project workstreams within the call… ↳ Coordinate Tech-Driven Operations: Manage project lifecycles within a highly automated environment, ensuring AI tools…
↳ Identify root cause of issues, operational bottlenecks, and customer pain points through our platform’s core services… ↳ Gather anecdotal and quantitative data across Upgrade’s proprietary back-end tools, contact center platforms, and…
↳ Lead product development for Upgrade's Flex Pay business by enhancing partner satisfaction and customer experience ↳ Develop trusted internal and external partnerships, especially with Engineering and key third-party partners, to…
↳ Handle inbound and outbound calls from contractors and consumers, addressing inquiries related to product… ↳ Evaluate loan applications and make well-informed decisions based on established guidelines and criteria.
↳ Analyze data to identify trends, patterns, and anomalies. Support root cause analysis and performance investigations. ↳ Build and maintain business intelligence reports and apply statistical analysis fundamentals.
↳ Conduct advanced data analysis, mining, and trend identification to surface meaningful business insights. ↳ Develop and maintain KPIs, performance management frameworks, and data quality standards.
↳ Develop and maintain relationships with new and existing dealer partners ↳ Conduct regular in-person dealership visits based on a structured drive schedule
↳ Manage day-to-day relationships with strategic retail and e-commerce merchant partners ↳ Support merchant onboarding, implementation, and ongoing account growth initiatives
↳ Thoroughly review and investigate disputes including narratives, contracts, and supporting evidence, while delivering… ↳ Identify patterns and trends involving potential fraudulent activity or loan servicing issues and proactively escalates…
↳ Design, implement, configure, test, and support contact center solutions on the Genesys Cloud platform. • ↳ Lead and execute projects that are critical to the growth and evolution of our contact center environment. •
↳ Own the comprehensive WFM strategy across Customer Service, Application Verifications, Servicing & Collections, Fraud… ↳ Lead the transition to a hybrid on/offshore operating model, managing capacity allocation between onshore staff and BPO…
↳ Lead the marketing investment cycle collaborating across credit, finance, and strategy teams to launch marketing… ↳ Architect and launch the firm’s first optimization engine to target prospects, maximizing expected economics while…
↳ Build, implement, and monitor strategies for sustainable growth ↳ Manage partner relationships and projects to grow those relationships
↳ Define and implement key initiatives for Upgrade’s credit card product, the Upgrade Card, including critical platform… ↳ Define new products and features with specs, wireframes, and product flows.
↳ Collaborate closely with Sales and Customer Success team members to research and develop target lists and account-based…
↳ Design, build, and maintain Clay workflows to automate inbound lead enrichment and outbound prospecting. ↳ Manage API integrations between Clay and external data providers to maintain a minimum of 90% data coverage and…
↳ Monitor merchant accounts on an ongoing basis, identifying anomalies, suspicious patterns, and early warning signs of… ↳ Lead investigations into fraud, compliance violations, contractor misconduct, licensing issues, and abnormal loan…
↳ Present Upgrade’s unsecured consumer loans and any subsequent products that Upgrade develops to banks and credit unions. ↳ Represent upgrade at regional conferences including speaking engagements to generate bank/credit union partnership leads
↳ Manage vendor relationships to ensure standards and budgets are being met ↳ Plan and maintain safety & sustainability initiatives
↳ Own the entire end to end sales cycle from create to close ↳ Maintain a robust sales pipeline within target accounts and track in Salesforce
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