Underwriting & Servicing Operations Manager - Cards

About the Role

What You Will Do

• Own the end-to-end collections function, including 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 the 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, drafting and owning Collections Standards, Policies, and Procedures across all credit products.
• Partner with Legal and Compliance to ensure collections practices are compliant, well-documented, and defensible under examiner scrutiny.
• Define collections performance metrics, tracking and reporting on delinquency rates, recovery rates, and operational efficiency.
• Own the end-to-end operational layer across 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, identifying 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, establishing what healthy approval rates, turnaround times, and application quality look like, and driving improvement against those targets.

What We Are Looking For

• 8+ years of experience in credit operations, underwriting, portfolio management, or collections, ideally across more than one of these functions.
• Prior experience in a highly regulated financial services environment, with direct exposure to bank charter processes, regulatory examinations, or policy/procedure documentation.
• 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, with the ability to think critically and make informed decisions.
• Excellent communication and interpersonal skills, with the ability to partner with cross-functional teams and stakeholders.
• Experience with credit product development, launch, and management, including corporate card and working capital products.
• Knowledge of regulatory requirements and industry standards for credit operations, including bank charter processes and compliance.

Nice to Have

• Experience with data analysis and reporting tools, such as Tableau or Power BI.
• Familiarity with agile development methodologies and project management tools, such as Jira or Asana.
• Certification in credit risk management or a related field, such as the Credit Risk Certification (CRC) or the Certified Risk Management Professional (CRMP) designation.

Benefits and Perks

• Competitive salary and benefits package, including health insurance, retirement savings, and paid time off.
• Opportunity to work with a innovative fintech company, driving growth and efficiency in the credit operations space.
• Collaborative and dynamic work environment, with a team of experienced professionals who are passionate about credit operations and fintech.
• Professional development opportunities, including training and education programs, to help you grow your skills and advance your career.
• Flexible work arrangements, including remote work options, to help you balance your work and personal life.
• Access to the latest technology and tools, including data analysis and reporting software, to help you succeed in your role.

• Develop a strong understanding of credit operations, underwriting, and portfolio management, including the regulatory requirements and industry standards that apply to these areas.
• Build a portfolio of your work, including examples of your experience with credit product development, launch, and management, as well as your ability to drive improvement and efficiency in credit operations.
• Prepare to talk about your experience with data analysis and reporting tools, as well as your ability to think critically and make informed decisions in ambiguous situations.
• Research Mercury's company culture and values, and be prepared to discuss how your skills and experience align with these.
• Practice your communication and interpersonal skills, including your ability to partner with cross-functional teams and stakeholders, and to communicate complex ideas and concepts in a clear and concise way.
• Be prepared to discuss your experience with agile development methodologies and project management tools, as well as your ability to work in a fast-paced and dynamic environment.
• Consider obtaining a certification in credit risk management or a related field, such as the Credit Risk Certification (CRC) or the Certified Risk Management Professional (CRMP) designation, to demonstrate your expertise and commitment to the field.