Senior Collections Specialist, Auto
Senior Collections Specialist, Auto
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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 Upstarts 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 wed love to hear from you!
The Team:
At Upstart were revolutionizing the auto collections industry by prioritizing empathy results and rewarding success. As a Senior Collections Agent on the Auto Collections team youll 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 youll 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.
- 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.
Position location This role is available in the following locations: Columbus OH.
Time zone requirements The team operates on the East coast time zones.
In-Office requirements. You will be required to work from the Columbus OH 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 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 youll 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 $4500 and immediate vesting and after-tax savings
- Employee Stock Purchase Plan (ESPP)
- Life and disability insurance
- Generous 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 locationwith 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).
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
Senior IC
Employment Type
Full Time
Key Skills
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