Senior Collections Specialist

The role

You will offer personalized solutions to help borrowers bring accounts current through negotiation and delinquency management. You will work to exceed KPIs such as dollars collected per productive hour and promise-to-pay commitments.

What you will do

• Offer personalized solutions to help borrowers bring accounts current
• Negotiate payment plans and manage delinquency
• Exceed KPIs including dollars collected per productive hour
• Secure and uphold promise-to-pay commitments
• Participate in initiatives to enhance borrower support and process efficiency

Required qualifications

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

Nice to have

• 3+ years of full-time employment experience successfully recovering high-risk or delinquent accounts
• Experience managing hardship programs, settlements, and tailored borrower solutions
• Ability to negotiate and finalize settlements
• Ability to secure high-value agreements while maintaining positive borrower relationships
• Deep understanding of collections laws and compliance standards, including FDCPA, TCPA, and state-specific regulations
• Skill in analyzing performance metrics and optimizing productivity
• Skill in de-escalating challenging conversations and presenting effective payment plans under pressure

Benefits

• Base pay, bonus opportunities, and annual equity grants that vest quarterly
• 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually
• Employee Stock Purchase Plan (ESPP) for eligible employees (US only)
• Medical, dental, vision, and wellness resources
• Health Savings Account contributions for eligible plans (US only)
• Life insurance and disability coverage
• Paid time off, sick leave, and company holidays
• Paid family and parental leave
• Family-centered benefits for fertility, parenthood, and caregiving needs
• Employee Assistance Program (EAP)
• Financial wellness resources and financial concierge service (US Only)
• Annual wellness allowance

Before you apply

• For roles based in Canada, Upstart is not currently able to hire in Quebec

About the company

Upstart is an AI lending marketplace that partners with banks and credit unions to expand access to affordable credit. The company is digital-first with employees located in over 80 cities across the US and Canada.