Senior Collections Specialist

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;
Austin, Texas; and New York City, NY (opening Summer 2026).

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!

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.

• 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.

• 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).

• 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…