Upstart · 2 days ago
Senior Collections Specialist
United States
Full-time
Remote
Mid, Senior Level
$27.45/hr - $37.98/hr
2+ years expUpstart is the leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. As a Senior Collections Specialist, you will help borrowers overcome financial challenges through effective negotiation and personalized solutions while driving measurable results in a performance-driven environment.
Artificial Intelligence (AI)AutomotiveConsumer LendingCreditFinancial ServicesFinTechLendingMachine LearningPersonal Finance
Responsibilities
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
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
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
Qualification
Required
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
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
Benefits
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
Company
Upstart
Upstart (NASDAQ: UPST) is a leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit.
1001-5000 employees
H1B Sponsorship
Upstart has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (68)
2024 (67)
2023 (85)
2022 (85)
2021 (42)
2020 (15)
Funding
Current Stage
Public CompanyTotal Funding
$3.36BKey Investors
CastlelakeProgressiveRakuten
2025-11-06Post Ipo Debt· $1.5B
2025-09-05Post Ipo Debt· $320M
2025-08-12Post Ipo Debt· $600M
Leadership Team
Dave Girouard
Founder & CEO
Paul Gu
Co-Founder
Recent News
The Motley Fool
2026-01-03
The Motley Fool
2026-01-01
2025-12-17
Company data provided by crunchbase