Policy & Procedure Analyst

About the Role:

We are looking for a Policy & Procedure Analyst to join our Process Management team in our Phoenix call center. This person will 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 contact center 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 contact center environment
• 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 operations policy and procedure 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
• Formal writing or technical procedural writing experience required
• Exceptional verbal and written communication skills
• Bachelor's degree required
• Financial services regulatory and compliance knowledge required
• Experience in a startup, fintech, or fin-serv call center environment required
• 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
• 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
• Able 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

The starting salary for this position in Phoenix, Arizona is USD $70,000 annually and benefits. Within this range, an individual's base pay will be dependent on a variety of factors, including without limitation, job-related knowledge, skills, education, and experience.

#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.