About the role
Mercury is hiring an Underwriting & Servicing Operations Manager to scale the operational layer across our credit card products. This role sits at the intersection of underwriting, portfolio management, and collections - bringing structure, clear metrics, and disciplined management to operations that are already running well but growing fast. As Mercury's credit portfolio grows, so will the scope of this function. The person in this role will be accountable for the health and performance of these operations today, and for building the management infrastructure that can support what comes next. You'll have a direct impact on growth, loss rates, customer outcomes, headcount efficiency, and our bank charter. *Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.
What You'll Do 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 Mercury's collections operations - refining playbooks, escalation criteria, and tooling across our 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 - including corporate card and working capital; ensure that 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; track and report on delinquency rates, recovery rates, and operational efficiency. Underwriting & Portfolio Management Operations Own the end-to-end operational layer across our IO credit product variants, including manual workflows, document collection, credit bureau pulls, and application throughput. Bring consistency and rigor to underwriting processes across
