Senior Operations Manager, Collections

About Upstart

Upstart is a leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. By leveraging Upstart's AI marketplace, Upstart-powered banks and credit unions can have higher approval rates and lower loss rates across races, ages, and genders, while simultaneously delivering the exceptional digital-first lending experience their customers demand. More than two-thirds of Upstart loans are approved instantly and are fully automated.

Upstart is a digital-first company, which means that most Upstarters live and work anywhere in the United States. However, we also have offices in San Mateo, California; Columbus, Ohio; and Austin, Texas.

Most Upstarters join us because they connect with our mission of enabling access to effortless credit based on true risk. If you are energized by the impact you can make at Upstart, we’d love to hear from you!

The Team

Upstart’s Collections team is seeking a candidate to join the team as a Senior Operations Manager, Collections, to manage Upstarts collections team and process, including all delinquent accounts from 1-120 days past due and working with internal and external partners.  

A Senior Operations Manager, Collections at Upstart will be able to think strategically and analytically, is solutions-oriented, and likes to improve processes and workflows. He/She is self-motivated, a great planner, exercises excellent judgment and handles challenges with positivity and grit. The candidate should also be able to communicate effectively and establish key relationships with Upstart’s vendors and internal teams.

 

Position Location - This role is available in the following locations: Remote

Time Zone Requirements - This 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. This individual can expect to travel to vendor sites up to once a month and attend quarterly supplier visits. The majority of our employees can live and work anywhere in the U.S but are encouraged to to still 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.

 

How you’ll make an impact:

• Collaborate with the Senior Director of Collections to define the strategy for collections, work to scope and operationalize those strategies internally and externally to achieve overall company goals
• Work with Collections and Product Leadership to lead a robust, omni-channel outreach program for Upstart’s loan portfolio to support borrowers and maximize returns
• Apply industry expertise to evaluate, design and modify collections treatments for borrowers experiencing financial hardship and ensure borrowers have access to the best offering for their unique situation
• Leverage performance analytics to provide insights on training, quality, and systems opportunities with a drive to improve performance and customer experience
• Set and manage performance goals using industry expertise, historical data, and collaboration with stakeholder

Key Responsibilities:

• Strategy Development:
  • Help to develop and implement comprehensive debt collection strategies to maximize recovery rates and minimize losses
  • Analyze collection data and trends to identify opportunities for improvement and implement best practices
• Team Leadership:
  • Identify key talent to cultivate a high-performing, high accountability organization
  • Lead, mentor, and manage the members of the collections team, fostering a high-performance culture
  • Provide training and development opportunities to enhance team skills and knowledge, career development
• Operational Management:
  • Oversee day-to-day collections operations, ensuring efficiency and effectiveness in all processes
  •  Monitor and evaluate the performance of collections staff, providing feedback and implementing corrective actions as needed
• Compliance and Risk Management:
  • Ensure compliance with all relevant laws, regulations, and company policies related to debt collections
  • Develop and maintain policies and procedures to mitigate risks and ensure ethical practices
• Relationship Management:
  •  Build and maintain strong relationships with key stakeholders, including agencies, borrowers, and external partners.