Operational Excellence Specialist

Upgrade is a fintech company that provides affordable and responsible credit, mobile banking, and payment products to everyday consumers. We were the fastest growing company in the Americas last year according to the Financial Times and Upgrade Card was the fastest growing credit card in America. We have delivered over $21 billion in affordable and responsible credit over the last 5 years. The company is backed by some of the most prominent technology investors and was recently valued at $6.3B.
We have built an energizing, collaborative and inclusive culture where team members help each other, learn and innovate to move the company and its customers in the right direction, and own the outcome of their efforts.
Upgrade has been named a “Best Place to Work in the Bay Area” three years in a row, “Top Companies to work for in Arizona” and one of the "Best Engineering Department" awarded annually by Comparably. We've also received recognition for being a best company for Diversity, Women, Culture, and Veterans.
We are looking for new team members who get excited about designing and delivering new and better products to join a team of 1500 talented and dedicated professionals. Come join us if you like to tackle big problems and make a meaningful difference in people's lives.

• Act FAST to identify opportunities to establish internal processes that support the effective observation of Service Center tasks to mitigate regulatory risks
• Drafting proposed procedural enhancements based on Oversight observations to support customer experience and Team Member success
• Frequent interdepartmental and peer collaboration
• Gather and present performance remediation proposals to solve identified trend behaviors or opportunities to IMPROVE the customer experience
• Maintain confidentiality of key business messages and other sensitive work-specific information
• OWN individual results and strive for continuous improvement to best support the business needs and role expectations
• Provide insightful feedback to HELP Service Center Leaders and Oversight Specialists
• Stay abreast of procedure updates and changes to assess the accuracy of reviewed work effectively
• Other duties as assigned 

• 1+ year of applicable experience in a compliance, quality assurance, or quality control-related role
• Ability to effectively prioritize multiple responsibilities and schedule requirements to meet deadlines
• Ability to work independently but a team player who can effectively collaborate across multiple groups
• Adaptable and flexible to changes in business needs as it relates to the role and daily responsibilities
• Collaborative, non-confrontational, well-thought-written, and verbal communication style that promotes growth and partnership
• Demonstrated understanding of risk management and internal control principles and experience reviewing processes, data, or documents with strong attention to detail
• Experience in banking and financial services preferred
• Experience interpreting rules and guidelines for appropriate decision making
• Highly adaptable to an ever-changing environment
• Positive attitude
• Proficient in Microsoft, Google Suite, data mining tools, and/or statistics with the aptitude to learn new programs ]
• Proven track record of meeting and exceeding expectation
• Self-starter with the ability to thrive with minimal supervision
• Strong attention to detail 

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.