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About the Role

Mercury is seeking an Underwriting & Servicing Operations Manager to scale the operational layer across its credit card products. This role involves managing underwriting, portfolio management, and collections, bringing structure and clear metrics to fast-growing operations. The individual will be accountable for the health and performance of these operations and building the infrastructure for future growth, impacting growth, loss rates, customer outcomes, headcount efficiency, and the bank charter.

Responsibilities

Own the collections function end-to-end, including monitoring at-risk accounts, outreach strategy, escalation workflows, charge-off processes, and recovery.
Manage and improve collections operations by refining playbooks, escalation criteria, and tooling.
Serve as the primary owner for collections and servicing policy documentation, drafting and owning Standards, Policies, and Procedures.
Partner with Legal and Compliance to ensure collections practices are compliant and well-documented.
Define, track, and report on collections performance metrics, including delinquency and recovery rates.
Own the end-to-end operational layer for credit product variants, including manual workflows, document collection, and application throughput.
Bring consistency and rigor to underwriting processes, reducing decision variance.
Monitor pipeline health, manage operational bottlenecks, and identify improvements to reduce manual burden and increase throughput.
Partner with Product, Engineering, Data Science, and Legal/Compliance as the operational lead.
Define and own the KPI framework for underwriting operations, establishing targets for approval rates and turnaround times.
Lead credit memo and approval workflows for complex underwriting intakes.
Own post-origination portfolio monitoring, including real-time alert management and proactive identification of deteriorating accounts.
Define and track portfolio health KPIs and own escalation protocols for common risk events.

Requirements

8+ years of experience in credit operations, underwriting, portfolio management, or collections.
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.
Demonstrated ability to organize, instrument, and scale credit operations.
Strong judgment in ambiguous situations.
Track record of managing and developing early-career team members.
Comfortable working across functions with Engineering, Data Science, and Legal/Compliance.
Experience with SMB credit, fintech lending products, credit cards, or capital products is required.
Data fluency is a plus, with comfort using SQL or similar tools for operational data analysis and alerting.

Skills

Credit operations
Underwriting
Portfolio management
Collections
Policy documentation
Regulatory compliance
Data analysis
SQL

Location

New York City
Los Angeles
Seattle
San Francisco Bay Area
Canada

Work Type

Full-time

Experience Level

8+ years

Salary/Compensations

US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $163,000- $203,800
US employees outside of the New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $146,700 - $183,400
Canadian employees (any location): $154,100 - $192,600 CAD

Benefits

Equity
Competitive salary
Competitive equity
Competitive benefits

About the Company

Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.
Mercury values diversity & belonging.

Equal Opportunity

All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic.
We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs.