Upgrade, Inc.
About the Role
The Director of Deposit Servicing is responsible for leading the day-to-day operations of the bank’s deposit servicing functions in a fast-paced startup environment. The role focuses on contact center operations, customer experience, and back-office servicing teams. This leader ensures operational excellence, regulatory compliance, and an industry‑leading customer experience across all deposit servicing channels. The position requires a strategic thinker with proven experience leading large-scale service organizations, implementing continuous improvement initiatives, and driving a customer‑first culture.
What You’ll Do
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.
What We Look For
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, 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.
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.
Strategic and analytical thinking.
Exceptional leadership and people development skills.
Customer‑centric mindset with empathy and accountability.
Strong communication and executive presence.
Change management and process transformation expertise.
Results orientation and continuous improvement mindset.
What We Offer You
Great open office space.
Paid time off (PTO).
401(k) matching.
Comprehensive benefits package: medical, dental, vision, life insurance, and disability.
Conveniently located in the heart of downtown Phoenix near light rail and public transportation.
Paid parking or platinum pass.
New‑hire training program.
Wellness incentive program.
Kitchen fully stocked with snacks and beverages.
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.
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What You’ll Do
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.
What We Look For
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, 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.
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.
Strategic and analytical thinking.
Exceptional leadership and people development skills.
Customer‑centric mindset with empathy and accountability.
Strong communication and executive presence.
Change management and process transformation expertise.
Results orientation and continuous improvement mindset.
What We Offer You
Great open office space.
Paid time off (PTO).
401(k) matching.
Comprehensive benefits package: medical, dental, vision, life insurance, and disability.
Conveniently located in the heart of downtown Phoenix near light rail and public transportation.
Paid parking or platinum pass.
New‑hire training program.
Wellness incentive program.
Kitchen fully stocked with snacks and beverages.
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.
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