Senior Collections Specialist

Upstart; Moraine (OH); Hybrid; USD 57,000 - 79,000; Full time

Job summary

An innovative firm is seeking a Senior Collections Agent to transform the collections industry with empathy and results-driven strategies. In this pivotal role, you will leverage your negotiation skills to assist borrowers in overcoming financial challenges while achieving outstanding performance metrics. You'll thrive in a fast-paced environment, where your ability to build trust and deliver measurable results will make a significant impact. Join a digital-first company that values collaboration and offers flexible work arrangements, while also providing competitive compensation and comprehensive benefits. If you're passionate about making a difference in people's financial lives, this opportunity is perfect for you.

Benefits

Competitive Compensation

Comprehensive Medical, Dental, and Vision Coverage

401(k) with Company Match

Employee Stock Purchase Plan

Life and Disability Insurance

Generous Leave Policies

Annual Wellness Reimbursement

Catered Lunches and Snacks

Social Activities and Team Events

Qualifications

• 2+ years in collections or customer service with proven success.
• Ability to engage borrowers and handle challenging conversations.

Responsibilities

• Empower borrowers with personalized solutions through effective negotiation.
• Excel in collections performance by exceeding KPIs.

Skills

Negotiation Skills

Empathy

Time Management

Customer Service

Collections Knowledge

Education

Experience in Collections or Customer Service

Familiarity with Collections Laws

Job description

About Upstart

Upstart is the leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. By leveraging Upstart's AI marketplace, Upstart-powered banks and credit unions can have higher approval rates and lower loss rates across races, ages, and genders, while simultaneously delivering the exceptional digital-first lending experience their customers demand. More than 80% of borrowers are approved instantly, with zero documentation to upload.

Upstart is a digital-first company, which means that most Upstarters live and work anywhere in the United States. However, we also have offices in San Mateo, California; Columbus, Ohio; and Austin, Texas.

Most Upstarters join us because they connect with our mission of enabling access to effortless credit based on true risk. If you are energized by the impact you can make at Upstart, we’d love to hear from you!

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.

Position Location: This role is available in the following locations: Columbus, OH.

Time Zone Requirements: This team operates on the East/West Coast time zones.

In-Office Requirements: You will be required to work from the Columbus office 3 days per month.

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 still spend high-quality time in-person collaborating via regular on-sites. You will be required to work from the Columbus, OH office 3 days per month in this position.

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.

What we’re looking for:

• Minimum qualifications:
  • At least 2 years in collections, customer service, or a similar 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 experience successfully recovering high-risk or delinquent accounts, including managing hardship programs, settlements, and tailored borrower solutions. Experience in Auto Collections is a plus.
  • 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.

What you'll love:

• Competitive Compensation (base + bonus & equity)
• Comprehensive medical, dental, and vision coverage with Health Savings Account contributions from Upstart
• 401(k) with 100% company match up to $4,500 and immediate vesting and after-tax savings
• Employee Stock Purchase Plan (ESPP)
• Life and disability insurance
• Generous holiday, vacation, 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

#LI-Associate

This is a Non-Exempt position. Employees in this position are paid an hourly pay rate, on a bi-weekly basis, and are eligible to receive overtime pay for any hours worked over 40 in a work week, or over 8 in a work day if required by state law.

At Upstart, your base pay is one part of your total compensation package. The anticipated annualized base salary for this position is expected to be within the below range. Your actual base pay will depend on your geographic location–with our “digital first” philosophy, Upstart uses compensation regions that vary depending on location. Individual pay is also determined by job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

In addition, Upstart provides employees with target bonuses, equity compensation, and generous benefits packages (including medical, dental, vision, and 401k).

United States | Remote - Anticipated Annualized Base Salary Range $57,100 — $79,000 USD

Upstart is a proud Equal Opportunity Employer. We are dedicated to ensuring that underrepresented classes receive better access to affordable credit, and are just as committed to embracing diversity and inclusion in our hiring practices. We celebrate all cultures, backgrounds, perspectives, and experiences, and know that we can only become better together.

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 [e-mail]

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