# Underwriting & Servicing Operations Manager - Cards

**Company:** [Mercury](https://hotfix.jobs/companies/mercury)
**Location:** Remote
**Role:** Revenue Operations
**Experience:** 8+ years
**Skills:** Collections Operations, Credit Operations, Underwriting, Portfolio Management, Credit Cards, Smb Credit, Fintech Lending, SQL, Credit Bureaus, Ach, Kpi Frameworks, Regulatory Compliance, Policy Documentation, AI Tools
**Posted:** 2026-08-18

> Leads collections, underwriting operations, and portfolio monitoring for Mercury’s credit card products. The role requires 8+ years in credit-related operations, experience in regulated financial services, team management, and strong cross-functional and data fluency.

## Job Description

## Responsibilities

### Collections Operations
- Own the collections function end-to-end, including monitoring and early identification of at-risk accounts, outreach strategy, escalation and intervention workflows, charge-off processes, and recovery.
- Manage and improve collections operations by refining playbooks, escalation criteria, and tooling across credit products.
- Own collections and servicing policy documentation supporting the bank charter, including Collections Standards, Policies, and Procedures for corporate card and working capital products.
- Ensure 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 and report on delinquency rates, recovery rates, and operational efficiency.

### Underwriting & Portfolio Management Operations
- Own the operational layer across IO credit product variants, including manual workflows, document collection, credit bureau pulls, and application throughput.
- Standardize underwriting processes, reducing variance in decision-making and documentation.
- Monitor pipeline health, manage operational bottlenecks, and 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 throughput data.
- Define and own the KPI framework for underwriting operations, including approval rates, turnaround times, and application quality.
- Lead credit memo and approval workflows for complex underwriting intakes.
- Own post-origination portfolio monitoring across the card portfolio, including real-time alert management and proactive identification of deteriorating accounts.
- Define and track portfolio health KPIs and own escalation protocols and playbooks for risk events such as failed repayments, ACH issues, and external balance changes.

## Requirements
- 8+ years of experience in credit operations, underwriting, portfolio management, or collections, ideally across multiple functions.
- Experience in a highly regulated financial services environment; exposure to bank charter processes, regulatory examinations, or policy and procedure documentation is a strong plus.
- Demonstrated ability to organize, instrument, and scale credit operations with clear metrics and ownership.
- Strong judgment in ambiguous situations, including escalation, process streamlining, and risk management.
- Experience managing and developing early-career team members.
- Ability to work cross-functionally with Engineering, Data Science, and Legal/Compliance.
- Experience with SMB credit, fintech lending products, credit cards, or capital products.

## Nice-to-Haves
- SQL or similar tools for pulling and interpreting operational data or independently establishing operational flows and alerting.
- Curiosity about using AI tools to improve operational efficiency and reduce manual burden across credit workflows.

## Compensation & Benefits
- Total rewards include base salary, equity, and benefits.
- US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $163,000–$203,800.
- US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $146,700–$183,400.
- Canadian employees in any location: $154,100–$192,600 CAD.

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