Senior Collections Specialist

About Upstart
At Upstart, we’re united by a mission that matters: to radically reduce the cost and complexity of borrowing for all Americans. Every day, we bring creativity, experimentation, and advanced AI to reshape access to credit, helping millions move forward financially with clarity and confidence.

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

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 through effective and efficient negotiation.

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 location: Remote.

Time Zone Requirements
The team operates on the East/West coast time zones.

Travel Requirements
As a digital‑first company, the majority of your work can be accomplished remotely. Employees are encouraged to attend in‑person collaboration sessions once or twice per quarter for 2‑4 consecutive days at a time.

Compensation and Benefits
At Upstart, your base pay is one part of your total compensation package. The anticipated hourly rate range for this position is $27.45 – $37.98 USD. Your actual pay will depend on your geographic location, skill set, and experience. In addition to competitive base pay, you will receive target bonuses, equity compensation, and generous benefits.

What You’ll Love

Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly.

Generous 401(k) plan with Upstart matching $2 for every $1 contributed, up to $15,000 per year.

Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees.

Affordable medical, dental, and vision coverage, with Upstart covering 90% to 100% of the cost depending on the plans.

Health Savings Account contributions for eligible plans.

Income protection benefits, including company‑paid Basic Life, AD&D, and Short‑ and Long‑Term Disability coverage, with options to purchase supplemental coverage.

Paid time off, sick and safe time, and company holidays.

Paid family and parental leave to support caregiving and major life moments.

Family‑centered benefits through Carrot and Cleo, supporting fertility, parenthood, and caregiving.

Employee Assistance Program (EAP) offering mental health support and life‑centered resources.

Financial wellness resources, including access to financial planning tools and a financial concierge service.

Annual wellness allowance to support your physical and emotional well‑being and personal development.

Annual productivity allowance to invest in relevant tools and resources you need to do your best work.

Connection and community through team events and onsites, all‑company updates, and employee resource groups (ERGs).

Onsite perks, including catered lunches and fully stocked micro‑kitchens when working from one of our four offices, located in the Bay Area, Austin, Columbus, and New York City (opening Summer 2026).

Equal Opportunity Employer
Upstart is a proud Equal Opportunity Employer. Just as we are dedicated to improving access to affordable credit for all, we are committed to inclusive and fair hiring practices.

Accommodation Contact
If you require reasonable accommodation in completing an application, interviewing, completing any pre‑employment testing, or otherwise participating in the employee selection process, please email candidate View email address on click.appcast.io.

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