[Hiring] Senior Collections Specialist REMOTE USA
Position: Senior Collections Specialist
Date Posted: September 22, 2025
Industry: Fintech / Financial Services
Employment Type: Non-Exempt (Hourly, Remote)
Experience: Minimum 2 years in a collections role at a financial institution (preferred 3+ years for senior hires)
Qualification: Minimum 2 years’ collections experience; familiarity with FDCPA, TCPA and collections best practices; proven track record hitting KPIs. (Estimated Qualification like Bachelor Degree holder, Diploma/Degree/Certificate if employer requires)
Salary: $27.45—$37.98
Location: United States , REMOTE
Company: Upstart
Description:
About Upstart
Upstart is an AI-powered lending marketplace that partners with banks and credit unions to broaden access to affordable credit. By combining machine learning with lending expertise, Upstart helps financial institutions increase approvals and reduce losses while delivering a seamless digital experience for borrowers. Headquartered in San Mateo, CA, Upstart operates as a digital-first company with team members working remotely across the United States.
The Team & Role Overview
Join Upstart’s collections organization as a Senior Collections Specialist where empathy and performance go hand in hand. This role focuses on negotiating with borrowers, recovering delinquent balances, and improving collections outcomes while maintaining compliance and borrower dignity. You’ll work remotely (East Coast hours) but will occasionally join in-person team sessions at one of Upstart’s offices.
How You’ll Make an Impact
- Support borrowers: Use consultative conversations and negotiation skills to help borrowers resolve delinquencies and get accounts current.
- Drive measurable outcomes: Consistently exceed KPIs such as dollars collected per productive hour and the percentage of promise-to-pay (PTP) commitments kept within 7 days of Right Party Contact (RPC).
- Improve programs: Contribute to initiatives that refine collections processes, enhance borrower support, and boost overall recovery performance.
What Success Looks Like
- Deliver high recovery per productive hour through efficient, empathetic conversations.
- Secure meaningful PTP agreements and ensure timely follow-through.
- Consistently meet or exceed team KPIs while preserving strong borrower relationships.
Key Attributes & Skills
- Results-oriented mindset with strong negotiation and persuasion skills.
- Excellent time management to balance high call volumes and tailored borrower support.
- Ability to de-escalate difficult conversations and build trust quickly.
- Strong comfort with data and performance metrics to optimize productivity.
Minimum Qualifications
- At least 2 years in a collections role at a financial institution with demonstrated success hitting targets.
- Familiarity with collections regulations (FDCPA, TCPA) and compliance expectations.
- Experience managing hardship programs, settlements, or other tailored recovery solutions is highly valued.
Preferred Qualifications
- 3+ years recovering high-risk or delinquent accounts (Auto Collections experience is a plus).
- Proven ability to negotiate high-value settlements while maintaining regulatory compliance and positive borrower experiences.
- Experience analyzing performance metrics and driving productivity improvements.
Compensation & Benefits
- Hourly pay range: $27.45—$37.98 (actual pay dependent on location, experience, and role specifics).
- Competitive total compensation package including bonus & equity opportunities.
- Comprehensive medical, dental, and vision plans; HSA contributions where applicable.
- 401(k) program with company matching, ESPP, life/disability insurance, parental & family leave, wellness and technology reimbursements, regular team events and onsites, and more.
Work Model & Logistics
- Remote-first position; East Coast time zone coverage preferred.
- Periodic in-person collaboration sessions at Upstart offices (typically once or twice per quarter for 2–4 days).
- Non-Exempt (hourly) role — eligible for overtime where applicable by state law.
Equal Opportunity & Accommodations
Upstart is an equal opportunity employer and encourages applicants from diverse backgrounds. If you need a reasonable accommodation during the application or interview process, please email candidate_accommodations@upstart.com.
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