Senior Collections Specialist

About the role

The Senior Collections Agent plays a crucial role in empowering borrowers to overcome financial challenges while achieving outstanding performance outcomes. This role requires a strong results-driven mindset, excellent negotiation skills, and the ability to build trust with borrowers.

Responsibilities

• Empower borrowers by offering personalized solutions to help them bring their accounts current through effective negotiation, empathy, and a deep understanding of payment plans and delinquency management.
• Deliver results by exceeding KPIs such as dollars collected per productive hour and promise-to-pay commitments kept within 7 days of Right Party Contact (RPC).
• Contribute to improving collections practices by participating in initiatives to enhance borrower support, process efficiency, and program outcomes.

Requirements

• 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.
• 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.

Benefits

• Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly.
• Retirement benefits to help you plan for the future, including a 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually (USD in the US, CAD in Canada).
• Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees (US only).
• Comprehensive health coverage designed to support you and your family, including medical, dental, vision, and wellness resources for US and supplemental health coverage for Canada.
• Health Savings Account contributions from Upstart for eligible plans (US only).
• Income protection benefits, including life insurance and disability coverage for added financial security.
• Paid time off, sick leave, and company holidays, in line with local requirements.
• Paid family and parental leave to support caregiving and major life moments (duration varies by country).
• Family-centered benefits to support fertility, parenthood, and caregiving needs.
• Employee Assistance Program (EAP) offering mental health support and life-centered resources.
• Financial wellness resources, including access to financial planning tools and a financial concierge service (US Only).
• Annual wellness allowance to support your physical and emotional well-being and personal development, based on what matters most to you.
• Annual productivity allowance to invest in relevant tools and resources you need to do your best work, no matter where you work from.

Location & Travel

This role is available in the following locations: Remote. Time zone requirements The team operates on the East/West coast time zones. 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 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.