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.

As the leading AI lending marketplace, we partner with banks and credit unions to expand access to affordable credit through technology that’s both radically intelligent and deeply human. Our platform runs over one million predictions per borrower using more than 1,800 signals, powering smarter, fairer decisions for millions of customers. But the numbers only hint at the impact. Every idea, every voice, and every contribution moves us closer to a world where credit never stands between people and their financial progress.

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

• 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.