Account Receivable Operations Lead

Upgrade helps customers move in the right direction with affordable and responsible financial products. Since 2017, we’ve helped over 7.5 million customers access over $42 billion in consumer credit. With a relentless focus on improving our customers' financial well-being, we build products that put more money in their pocket and support their journey toward a better financial future. We’re backed by some of the most prominent technology investors and were most recently valued at $7.3B.

We’re consistently recognized for our collaborative and inclusive culture. Most recently, we were named one of the World’s Top Fintech Companies by CNBC, Best Places to Work by Built In, Best Places to Work by the San Francisco Business Times, America’s Greatest Workplaces by Newsweek, Best Startup Employer by Forbes, and Healthiest Employers by Phoenix Business Journal.

We’re looking for new team members who get excited about designing and delivering new and better products. Come join us and help build a better financial future for millions of people.

Upgrade's Home Improvement Lending business operates a B2B2C model — homeowners access financing exclusively through approved contractor partners. When cash doesn't land where it should, or a merchant relationship turns into a collections or legal matter, the AR Ops Lead is the single point of accountability for getting the money right, resolving merchant financial exposure, and keeping Upgrade's receivables clean, reconciled, and defensible.

The AR Ops Lead owns the Revenue & Recovery pillar of the Dispute organization: reconciling incoming cash, applying credit decisions on disputes with financial impact, running merchant collections end to end, and escalating unresolved exposure through incident reports, demand letters, and formal legal requests. This is a high-judgment, regulated role sitting at the intersection of Disputes, Accounting, Sales, and Legal — the specialist has to move money accurately, hold merchants accountable for what they owe, and protect Upgrade's financials and legal position at the same time.

• Cash Reconciliation & Credit Decisions: Ensures the accuracy of incoming cash through daily reconciliation of transactions and timely identification of discrepancies. Reviews and applies credit decisions on disputes with financial impact including partial refunds, full refunds, and leadership-approved expenses, validating supporting agreements and prior refund history prior to approval.
• Merchant Collections - End to End: Leads the weekly Merchant Collections Report process, including extraction, reconciliation, and maintenance of the Escalated Accounts tab, and facilitates the weekly Merchant Collections sync to align stakeholders on recovery actions. Reviews high-risk merchant accounts, directs required follow-up, and ensures adherence to the formal escalation path for accounts that remain unresolved.
• Legal & Recovery Escalations: Partners with Management to prepare incident reports supporting demand letters or litigation once collections efforts have been exhausted and a merchant remains unresponsive. Processes formal legal requests in accordance with statutory deadlines.
• Accrual Process Ownership: Maintains ongoing ownership of the merchant expense and loss accrual process, reconciling monthly expenses against actuals and ensuring accurate comment-code allocation to keep accrual balances current. Leads year-end close activities in partnership with Dispute leadership and Accounting — consolidating projected losses, reconciling accruals against actuals, and clearing outstanding balances — and serves as the primary point of contact for accrual and actuals-related inquiries throughout the year.
• AR Analytics & Dashboard Ownership: Ow…