Underwriting & Servicing Operations Manager - Cards

Collections Operations

• 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 collections operations - refining playbooks, escalation criteria, and tooling across 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
• 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

Underwriting & Portfolio Management Operations

• 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; 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 approval rates, turnaround times, and application quality targets
• Lead credit memo and approval workflows for complex underwriting intakes
• Own post-origination portfolio monitoring across 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

Requirements

• 8+ years of experience in credit operations, underwriting, portfolio management, or collections
• Prior experience in a highly regulated financial services environment
• 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 required