Sr. Manager, Underwriting – AI Transformation

Hi, I'm Cassie Alexander, your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background.

The Senior Manager, Underwriting - AI Transformation is a strategic, hands-on builder responsible for reimagining how we underwrite risk using data, automation, and AI. This role is not a traditional underwriting manager position; it sits above day-to-day case decisioning and people management, and instead focuses on designing, implementing, and scaling next generation merchant underwriting processes, tools, and strategies that materially improve speed, consistency, and portfolio outcomes.

You will act as a transformation owner: diagnosing current gaps, designing the future state operating model, and building AI driven solutions, workflows, and agents.

We are looking for a Senior Manager, Underwriting – AI Transformation who will:

• Define the multi year vision and roadmap for AI enabled underwriting, aligned with the company’s growth, risk appetite, and operational goals.
• Assess the current underwriting lifecycle (intake, analysis, decisioning, documentation, monitoring) and identify specific opportunities for automation, digitization, and AI assisted workflows.
• Translate strategic objectives (speed, loss performance, scalability, customer experience) into concrete underwriting process changes, tools, and success metrics.
• Design and implement AI and rule based decisioning frameworks that augment underwriters and agents, reduce manual effort, and create explainable, repeatable decisions.
• Architect workflows that use LLMs and other AI tools to automate document ingestion and analysis (e.g., financials, bank statements, contracts, KYB docs, site reviews), and convert them into structured inputs and draft risk assessments.
• Partner closely with data science, engineering, and product teams to specify requirements for models, rules engines, and decisioning platforms, including features, thresholds, and human in the loop review logic.
• Define and maintain the configuration of scorecards, rule sets, and policy rules within underwriting systems to reflect evolving risk appetite and business needs.
• Redesign end to end underwriting processes with automation as a first principle, minimizing manual steps, duplicate work, and unstructured decision making.
• Implement standardized templates, checklists, and decision frameworks that embed data, AI insights, and best practices into day to day underwriting workflows.
• Define and track operational KPIs (e.g., decision turnaround time, straight through processing rate, manual touch rate, rework, error rates) and drive initiatives that move these indicators meaningfully.
• Ensure all new processes and tools meet requirements for control, auditability, explainability, and regulatory/compliance expectations (particularly where AI is involved).
• Serve as the primary transformation lead for underwriting, working with Underwriting Management, Risk, Commercial, Legal, and Operations to align on new ways of working.
• Lead structured discovery sessions, pilots, and rollouts to introduce new AI tools, rules, and processes, ensuring they are usable, resilient, and well adopted.
• Act as a key translator between technical teams and business stakeholders, making complex AI/modeling concepts accessible and showing their practical implications for deals, policies, and risk posture.
• Build and maintain a backlog of transformation initiatives, with clear prioritization, business cases, and expected impact.

Is this opportunity right for you? We are looking for candidates who have:

• Bachelor’s degree in quantitative or business field, or equivalent experience
• 5+ years of experience in Merchant Underwriting, Commercial Credit Risk, Counterparty Risk Management, or closely related domains in payments, acquiring, fintech, or lending.
• Demonstrated track record of owning and delivering underwriting or risk transformation programs (e.g., implementation of a decisioning platform, redesign of credit policies, automation of underwriting workflows) from concept to execution.
• Experience operating at a level above individual underwriting management, with responsibility for frameworks, tools, and strategies used by multiple teams or regions.
• Deep comfort working with data: you write your own queries, validate logic, and explore datasets directly rather than relying solely on BI reports.
• Hands on familiarity with risk/decisioning platforms (e.g., rule engines, credit decisioning systems, workflow/orchestration tools) and how they integrate with upstream application flows and downstream servicing.
• Experience working alongside data science/ML teams: defining features, success metrics, and evaluation criteria for models used in underwriting or risk monitoring.
• Experience implementing or significantly enhancing an automated underwriting or decisioning platform in a payments, fintech, acquiring, or lending environment.
• Familiarity with common payment processing stacks (gateways, acquirers, processors), chargeback patterns, and high risk merchant categories.
• Exposure to fraud and transaction risk tools, and understanding of how to integrate fraud insights into credit/underwriting strategies.
• Practical experience designing and deploying AI or ML supported workflows in a production risk or underwriting context.
• Understanding of Generative AI and LLM capabilities and limitations, including prompt design, retrieval augmented generation, summarization, and classification of unstructured documents.
• Ability to design end to end GenAI enabled processes (e.g., document ingestion → extraction → summarization → risk scoring → human review) and measure their impact on efficiency and quality.
• Familiarity with model governance, explainability, and control frameworks to ensure AI driven decisions remain transparent, auditable, and policy aligned.
• Ability to see the underwriting function as a system: policies, data, tools, processes, and people, and to identify leverage points where change will have outsized impact.
• Strong product thinking mindset: user centric approach to designing tools and workflows that underwriters and stakeholders actually adopt and value.
• Comfort building business cases (baseline metrics, projected impact, resource needs) to prioritize transformation initiatives and secure buy in.
• Excellent written and verbal communication skills, with the ability to clearly articulate proposed changes, trade offs, and expected outcomes to technical and non technical audiences.
• Builder and change agent mentality: you identify gaps, propose pragmatic solutions, run pilots, iterate quickly, and push through ambiguity and resistance.
• Ability to read, write, speak and understand the English language in a business environment

CSGer Perks & Benefits

• Work from Home
• Employee Belonging Groups
• Healthcare: Dental, Medical, and Vision
• Paid Vacation, Volunteer, and Holiday Time Off
• And so much more!

View More Benefits

Please submit your application at csgi.com/careers. Applications will be accepted for at least 5 days from original posting date.

Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Position Pay Range: This range represents the low and high end of the salary range for this position. Actual salaries will vary based on factors including but not limited to geographical location and experience. $114,677.02-$183,479.40

This role is eligible for a bonus opportunity.

Location(s): United States Remote

Accommodation: If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at +1 (402) 431-7440 or email us at accommodations@csgi.com. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.

Our Guiding Principles: Impact: Always help and empower others, whether they’re colleagues or customers. When our employees set their minds to something, great things happen.

Integrity: Do what’s right for our customers and our people while being authentic. We treat everyone with trust and respect—that’s just who we are.

Inspiration: Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.

Our Story: CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy.

By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That's just who we are.

Learn more about CSG Inclusion & Impact here. Our culture is award-winning: CSG has been recognized a US News & World Report “ Best Companies to Work For ” for 2025-2026, a Newsweek “ America’s Greatest Workplaces in Tech ” for 2025 and “The Top Company in Technology for Women to Work” for 2025, among many others.