Analyst, Operations Policy and Procedure

Upgrade helps customers move in the right direction with affordable and responsible financial products. Since 2017, we’ve helped over 7.5 million customers access over $42 billion in consumer credit. With a relentless focus on improving our customers' financial well-being, we build products that put more money in their pocket and support their journey toward a better financial future. We’re backed by some of the most prominent technology investors and were most recently valued at $7.3B.

We’re consistently recognized for our collaborative and inclusive culture. Most recently, we were named one of the World’s Top Fintech Companies by CNBC, Best Places to Work by Built In, Best Places to Work by the San Francisco Business Times, America’s Greatest Workplaces by Newsweek, Best Startup Employer by Forbes, and Healthiest Employers by Phoenix Business Journal.

We’re looking for new team members who get excited about designing and delivering new and better products. Come join us and help build a better financial future for millions of people.

About the Role:

We are looking for a Policy & Procedure Analyst to join our team in Atlanta. This person will own the research, writing, and editing of professional quality process and job guide documentation that establishes standard procedures across our operational teams in a financial services environment.

What You'll Do:

• Own the research, writing, and editing or professional quality process and job guide documentation that establishes standard procedures across our operational teams in a financial services environment

• Own and audit the internal knowledge base responsible for equipping our teams with program knowledge, procedures, and reference guides

• Understand and operate within existing change management requirements, often in varying time constraints and levels of details

• Demonstrate the ability to execute the translation of high-level conceptual information and ideas to written material that is thorough and thoughtful for the intended audience

• Operate within and actively contribute to a growing and structuring program with a mentality towards resolutions, improvements, and increasing structure to the program appropriately over time

• Serve as a subject matter expert on operational procedure and processes, advising leadership through sound decision-making on process optimization or areas of risk

• Serve as an experienced individual contributor on the Home Improvement operations team, leading by example, displaying a high level of ownership, and mentoring others

• Interact and proactively communicate with varying levels of department and operations leadership to ascertain areas of need or improvement in the program

What We Look For:

• 2+ years of experience directly related to procedural documentation and content creation

• Bachelor's degree required

• Formal writing or technical procedural writing experience required

• Exceptional verbal and written communication skills

• Financial services regulatory and compliance knowledge

• Experience in a startup, fintech, or fin-serv call center environment

• Sense of ownership and responsibility towards troubleshooting issues and solutions with a self-motivation to accept and complete tasks

• Highly organized individual with the ability to effectively balance a high volume of tasks of varying degrees of complexity, urgencies, and topics

• Expert proficiency with Google Suite and Microsoft Office

• Experience using Atlassian tools and platforms, including Confluence and Jira

• Ability to thrive in an intense, do-it-yourself, start-up environment that has a fast pace and continuous change with ease and comfort

• Ability to react with appropriate levels of urgency to situations and events that require quick response or turnaround and ability to switch gears at a moments notice

• Ability to complete a high volume of tasks and projects with little or no guidance on time management and work organization

• Ability to maintain a high level of integrity

What We Offer You:

• Competitive salary and stock option plan

• 100% paid coverage of medical, dental and vision insurance

• Flexible PTO

• Opportunities for professional growth and development

• Paid parental leave

• Health & wellness initiatives

#BI-Hybrid #LI-Hybrid

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.