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.

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.

• 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.

• 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 de‑escalating challenging conversations, building trust, and presenting effective payment plans under pressure.

This role is available in the following location:
Remote.

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

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.

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,…