Collections Representative I
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Senior Collections Specialist, Auto
Upstart
full-time
Posted on:
Location Type: Hybrid
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $27 - $38 per hour
Job Level
Senior
About the role
- Leverage 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
- Exceed KPIs such as dollars collected per productive hour and promise-to-pay (PTP) 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
- Negotiate payment plans, manage hardship programs, finalize settlements, and secure meaningful borrower commitments
- Analyze performance metrics, optimize productivity, and implement strategies to maximize recovery efforts
- Handle challenging conversations with professionalism, de-escalate when necessary, and maintain positive borrower relationships
- Collaborate with the Auto Collections team and participate in team initiatives and in-person collaboration sessions as required
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: 3+ years of full-time employment experience successfully recovering high-risk or delinquent accounts, including managing hardship programs, settlements, and tailored borrower solutions
- Preferred: Experience in Auto Collections is a plus
- Demonstrated ability to negotiate and finalize settlements 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 (base + bonus & equity)
- Comprehensive medical, dental, and vision coverage with Health Savings Account contributions from Upstart
- 401(k) with 100% company match up to $4,500 and immediate vesting and after-tax savings
- Employee Stock Purchase Plan (ESPP)
- Life and disability insurance
- Generous sick and safety leave
- Supportive parental, family care, and military leave programs
- Annual wellness, technology & ergonomic reimbursement programs
- Social activities including team events and onsites, all-company updates, employee resource groups (ERGs), and other interest groups such as book clubs, fitness, investing, and volunteering
- Catered lunches + snacks & drinks when working in offices
- Paid overtime eligibility
- Target bonuses, equity compensation, and generous benefits packages (including medical, dental, vision, and 401k)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
collectionsnegotiationpayment plansdelinquency managementperformance metrics analysisproductivity optimizationsettlementshardship programsKPI improvementresults-oriented strategies
Soft skills
empathyprofessionalismde-escalationrelationship managementcollaborationcommunicationtrust buildingproblem-solvingadaptabilityengagement
