Underwriting & Servicing Operations Manager - Cards

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 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 what healthy approval rates, turnaround times, and application quality look like - and drive improvement against those targets.
• Lead credit memo and approval workflows for complex underwriting intakes.
• Own post-origination portfolio monitoring across our 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 (failed repayments, ACH issues, external balance changes, etc.).

What We're Looking For:

• 8+ years of experience in credit operations, underwriting, portfolio management, or collections - ideally across more than one of these functions.
• Prior experience in a highly regulated financial services environment; direct exposure to bank charter processes, regulatory examinations, or policy/procedure documentation is a strong plus.
• Demonstrated ability to organize, instrument, and scale credit operations - bringing rigor, clear metrics, and ownership to functions that are in motion and growing.
• Strong judgment in ambiguous situations - this ro…