Senior Collections Specialist

The Team: 

At Upstart, we’re revolutionizing the collections industry by prioritizing empathy, results, and rewarding success. As a Senior Collections Agent, you’ll be at the forefront of helping borrowers overcome financial challenges while achieving outstanding performance outcomes. This role is perfect for individuals who excel in negotiation, compassionate communication, and driving measurable results in a fast-paced, performance-driven environment.

How you’ll make an impact

• Empower Borrowers: Leverage your expertise in collections to offer personalized solutions to help borrowers bring their accounts current through effective negotiation, empathy, and a deep understanding of payment plans and delinquency management.
• Deliver Results: Excel in collections performance by exceeding KPIs, such as dollars collected per productive hour and promise-to-pay (PTP) commitments kept within 7 days of Right Party Contact (RPC).
• Drive Innovation: Contribute to improving collections practices by participating in initiatives to enhance borrower support, process efficiency, and program outcomes.

What Success Looks Like

• As a Senior Collections Agent, your success will be measured by your ability to consistently deliver exceptional results through high-level execution of key metrics:
• Dollars Collected per Productive Hour: Maximize recovery efforts by driving efficiency in every interaction.
• Promise-to-Pay Commitments: Secure and uphold meaningful borrower commitments, ensuring  Promise to pay  agreements are fulfilled within 7 days of RPCs by negotiating effectively and efficiently.

Key Attributes for Success:

• A results-driven mindset, turning every borrower interaction into an opportunity to achieve impactful outcomes.
• Strong negotiation skills and the ability to build trust with borrowers quickly, using proven techniques that drive positive payment resolutions. 
• Effective time management to balance high call volumes with personalized and strategic borrower support.

Minimum Qualifications 

• At least 2 years in a collections role at a Financial Institution with proven success meeting performance goals.
• Demonstrated ability to effectively engage borrowers, secure agreements, and handle challenging conversations with professionalism and empathy.
• Familiarity with FDCPA, TCPA, and other relevant collections laws and best practices.
• Proven ability to thrive in a results-oriented environment with experience improving key performance metrics (KPIs).

Preferred Qualifications

• 3+ years of full-time employment experience successfully recovering high-risk or delinquent accounts, including managing hardship programs, settlements, and tailored borrower solutions. 
• Demonstrated ability to negotiate and finalize settlements, ensuring optimal recovery rates while adhering to company policies and regulatory guidelines.
• Proven ability to secure high-value agreements while maintaining positive borrower relationships and consistently meeting or exceeding PTP and collection goals.
• Deep understanding of collections laws and compliance standards, including FDCPA, TCPA, and state-specific regulations.
• Skilled at analyzing performance metrics, optimizing productivity, and excelling in a results-oriented environment.
• Skilled in de-escalating challenging conversations, building trust, and presenting effective payment plans under pressure.

Position location This role is available in the following locations: Remote.

Time zone requirements The team operates on the East/West coast time zones.

Shift Requirements: M-F 11:30-8pm ET (with rotational weekends - either Saturday/Sunday); M-F 8-4:30pm ET; OR 10-6:30pm ET Tues-Sat (Sun/Mon off)

Travel requirements As a digital first company, the majority of your work can be accomplished remotely. The majority of our employees can live and work anywhere in the U.S but are encouraged to to still spend high quality time in-person collaborating via regular onsites. The in-person sessions’ cadence varies depending on the team and role; most teams meet once or twice per quarter for 2-4 consecutive days at a time.

What you'll love: 

• Competitive Compensation (base + bonus & equity)
• Comprehensive medical, dental, and vision coverage with Health Savings Account contributions from Upstart 
• Generous 401(k) plan with Upstart matching $2 for every $1 contributed, up to $15,000 per year
• Employee Stock Purchase Plan (ESPP)
• Life and disability insurance
• Generous sick and safety leave  
• Supportive parental, family care, and military leave programs
• Annual wellness, technology & ergonomic reimbursement programs
• Social activities including team events and onsites, all-company updates, employee resource groups (ERGs), and other interest groups such as book clubs, fitness, investing, and volunteering
• Catered lunches + snacks & drinks when working in offices

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