Senior Collections Associate (Contractor)

The Team

Upstart's Collections team is seeking to hire Senior Collections Associates to join our team on a contract basis. As a Senior Collections Associate, you will be responsible for providing a great borrower experience while helping bring borrowers' accounts out of delinquency. Other responsibilities include contacting borrowers via phone and educating on account and lending success, consistently meeting performance and quality expectations and targets, identifying trends and suggesting areas of opportunity based on borrower interaction. This team needs compassionate and caring individuals who have confidence to negotiate and educate a borrower through difficult circumstances.

Position Location

• This role is available in the following locations: Columbus, OH area. This position is primarily remote with on-site requirements at the Columbus, OH office

• 3-4 weeks of in-person training at the Columbus office; AND
• Up to a week in-person per month at the Columbus office post training. Long term in office requirements are subject to change as the team scales.

Time Zone Requirements

• This team operates on the East time zones, between the hours of 9:00 am

• 9:00 pm EST. We are looking to hire individuals able to commit to one of the following shifts.

Shift requirements:

• Mid Shift #1: 10:30 am

• 7:00 pm EST Mon

• Fri, with permanent Saturday 10:00 am

• 6:30 pm EST (off Sun/Tues)

• Mid Shift #2: 10:30 am

• 7:00 pm EST Mon

• Fri, with permanent Saturday 10:00 am

• 6:30 pm EST (off Sun/Wed)

• Mid Shift #3: 10:30 am

• 7:00 pm EST Mon

• Fri, with permanent Saturday 10:00 am

• 6:30 pm EST (off Sun/Thurs)

• Mid Shift #4 w/ perm weekends: 10:30 am

• 7:00 pm EST Mon

• Fri, with permanent Saturday 10:00 am

• 6:30 pm EST, Sunday 11am

• 8pm EST (off Wed/Thurs)

Travel Requirements

• This team has regular on-site collaboration sessions.

How you'll make an impact:

• Assist and support our most at risk borrowers in a timely manner while maintaining strict adherence to Upstart's policies and procedures.

• Troubleshoot when challenges arise; keeping a strong focus on customer service and overall borrower satisfaction.

• Support team projects as they may occur to enhance the quality or efficiency of borrower support and payment recovery.

• Become a subject matter expert in helping borrowers to bring their accounts current through strong negotiation skills, having an understanding of how payments and delinquency work, and demonstrating compassion and empathy towards our borrowers.

What we're looking for:

Minimum qualifications:

• 2 years of collections experience, escalated customer service support, or equivalent financial services experience
• 1 year of working in a contact center or call center environment (remote or on-site)
• High School Diploma or GED

Preferred qualifications:

• Experience working with collection systems and tools

• Familiarity with Collection laws and regulations

• Strong sales and negotiation skills while also demonstrating empathy and compassion

• Effective written and verbal communication skills with the ability to present information clearly and succinctly

• Ability to think critically and prioritize tasks to effectively meet deadlines with limited supervision

What you'll love:

• Competitive Compensation

• Comprehensive medical, dental, and vision coverage through contracting agency

• Catered lunches + snacks & drinks when working in offices

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