Note: The job is a remote job and is open to candidates in USA. Mercury is a fintech company developing credit card products and related financial services. The Underwriting & Servicing Operations Manager will scale and manage operations across collections, underwriting, portfolio management, and servicing, while establishing metrics, policies, workflows, and regulatory readiness.
Responsibilities
- Own the collections function end-to-end: monitoring and early identification of at-risk accounts, outreach strategy, escalation and intervention workflows, charge-off processes, and recovery
- Manage and improve Mercury's collections operations - refining playbooks, escalation criteria, and tooling across our credit product family as the portfolio scales
- Serve as the primary owner on collections and servicing policy documentation in support of Mercury's bank charter: draft and own Collections Standards, Policies, and Procedures across all credit products - including corporate card and working capital; ensure that day-to-day operations reflect written policy and are exam-ready for regulatory review
- Partner with Legal and Compliance to ensure collections practices are compliant, well-documented, and defensible under examiner scrutiny
- Define collections performance metrics; track and report on delinquency rates, recovery rates, and operational efficiency
- Own the end-to-end operational layer across our IO credit product variants, including manual workflows, document collection, credit bureau pulls, and application throughput
- Bring consistency and rigor to underwriting processes across the team, reducing variance in how decisions are made and documented
- Monitor pipeline health and manage operational bottlenecks; identify improvements that reduce manual burden and increase throughput
- Partner with Product, Engineering, Data Science, and Legal/Compliance as the operational lead, grounding tooling investment requests in real throughput data
- Define and own the KPI framework for underwriting operations: establish what healthy approval rates, turnaround times, and application quality look like - and drive improvement against those targets
- Lead credit memo and approval workflows for complex underwriting intakes
- Own post-origination portfolio monitoring across our card portfolio - including real-time alert management and proactive identification of deteriorating accounts
- Define and track portfolio health KPIs; own escalation protocols and playbooks for common risk events (failed repayments, ACH issues, external balance changes, etc.)
Skills
- 8+ years of experience in credit operations, underwriting, portfolio management, or collections - ideally across more than one of these functions
- Demonstrated ability to organize, instrument, and scale credit operations - bringing rigor, clear metrics, and ownership to functions that are in motion and growing
- Strong judgment in ambiguous situations - this role requires knowing when to escalate, when to streamline, and when to hold the line on risk
- Track record of managing and developing early-career team members
- Comfortable working across functions - you can hold your own in conversations with Engineering, Data Science, and Legal/Compliance, and can translate between them
- Experience with SMB credit, fintech lending products, credit cards, or capital products is required
- Prior experience in a highly regulated financial services environment; direct exposure to bank charter processes, regulatory examinations, or policy/procedure documentation is a strong plus
- Data fluency is a plus - comfort with SQL or similar tools to pull and interpret operational data or establish operational flows & alerting independently is preferred
- Curiosity about how AI tools can improve operational efficiency and reduce manual burden across credit workflows is a plus
Benefits
- Equity
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