Job Description
About Upstart
At Upstart we’re united by a mission that matters: to radically reduce the cost and complexity of borrowing for all Americans. Every day we bring creativity experimentation and advanced AI to reshape access to credit helping millions move forward financially with clarity and confidence.
As the leading AI lending marketplace we partner with banks and credit unions to expand access to affordable credit through technology that’s both radically intelligent and deeply human. Our platform runs over one million predictions per borrower using more than 1800 signals powering smarter fairer decisions for millions of customers. But the numbers only hint at the impact. Every idea every voice and every contribution moves us closer to a world where credit never stands between people and their financial progress.
We’re proudly digital-first giving most Upstarters the flexibility to do their best work from wherever they thrive alongside teammates across 80+ cities in the US and Canada. Digital-first doesn’t mean distant. We’re intentional about in-person connection through team onsites planning sessions and moments that spark creativity and trust. And whether you choose to work primarily from home or collaborate in-person from one of our offices in Columbus Austin the Bay Area or New York City (opening Summer 2026) you’ll have the support to work in the way that works best for you.
If you’re energized by tackling meaningful problems excited to innovate with purpose and motivated by work that truly matters we’d love to hear from you.
The Team:
At Upstart we’re revolutionizing the collections industry by prioritizing empathy results and rewarding success. As a Senior Collections Agent you’ll be at the forefront of helping borrowers overcome financial challenges while achieving outstanding performance outcomes. This role is perfect for individuals who excel in negotiation compassionate communication and driving measurable results in a fast-paced performance-driven environment.
How you’ll make an impact
- Empower Borrowers: Leverage your 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.
- Deliver Results: Excel in collections performance by exceeding KPIs such as dollars collected per productive hour and promise-to-pay (PTP) commitments kept within 7 days of Right Party Contact (RPC).
- Drive Innovation: Contribute to improving collections practices by participating in initiatives to enhance borrower support process efficiency and program outcomes.
What Success Looks Like
- As a Senior Collections Agent your success will be measured by your ability to consistently deliver exceptional results through high-level execution of key metrics:
- Dollars Collected per Productive Hour: Maximize recovery efforts by driving efficiency in every interaction.
- Promise-to-Pay Commitments: Secure and uphold meaningful borrower commitments ensuring Promise to pay agreements are fulfilled within 7 days of RPCs by negotiating effectively and efficiently.
Key Attributes for Success:
- A results-driven mindset turning every borrower interaction into an opportunity to achieve impactful outcomes.
- Strong negotiation skills and the ability to build trust with borrowers quickly using proven techniques that drive positive payment resolutions.
- Effective time management to balance high call volumes with personalized and strategic borrower support.
Minimum Qualifications
- 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.
Position location 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 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.
#LI-REMOTE
#LI-Associate
This is a Non-Exempt position. Employees in this position are paid an hourly pay rate on a bi-weekly basis and are eligible to receive overtime pay for any hours worked over 40 in a work week or over 8 in a work day if required by state law.
At Upstart your base pay is one part of your total compensation package. The anticipated annualized base salary for this position is expected to be within the below range. Your actual base pay will depend on your geographic location–with our “digital first” philosophy Upstart uses compensation regions that vary depending on location. Individual pay is also determined by job-related skills experience and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
In addition Upstart provides employees with target bonuses equity compensation and generous benefits packages (including medical dental vision and 401k).
What you'll love
At Upstart our benefits are designed to support your health financial well-being family and personal growth. Here’s what you can expect:
- Competitive compensation including base pay bonus opportunities and annual equity grants that vest quarterly
- Generous 401(k) plan with Upstart matching $2 for every $1 contributed up to $15000 per year
- Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees
- Affordable medical dental and vision coverage with multiple plan options - Upstart covers 90% to 100% of the cost depending on the plans you choose
- Health Savings Account contributions from Upstart for eligible plans
- Income protection benefits including company-paid Basic Life AD&D and Short- and Long-Term Disability coverage with options to purchase supplemental coverage
- Paid time off sick and safe time and company holidays
- Paid family and parental leave to support caregiving and major life moments
- Family-centered benefits through Carrot and Cleo supporting fertility parenthood and caregiving
- 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
- 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
- Connection and community through team events and onsites all-company updates and employee resource groups (ERGs)
- Onsite perks including catered lunches and fully stocked micro-kitchens when working from one of our four offices located in the Bay Area Austin Columbus and New York City (opening Summer 2026!).
Upstart is a proud Equal Opportunity Employer. Just as we are dedicated to improving access to affordable credit for all we are committed to inclusive and fair hiring practices.
If you require reasonable accommodation in completing an application interviewing completing any pre-employment testing or otherwise participating in the employee selection process please email [email protected]
https://www.upstart.com/candidate_privacy_policy
What the Team is Saying
What We Do
Upstart is the leading AI lending marketplace connecting millions of consumers to more than 100 banks and credit unions that leverage Upstart’s AI models and cloud applications to deliver superior credit products. With Upstart's AI lenders can approve more borrowers at lower rates across races ages and genders while delivering the exceptional digital-first experience customers demand. More than 80% of borrowers are approved instantly with zero documentation to upload. Founded in 2012 Upstart’s platform includes personal loans automotive retail and refinance loans home equity lines of credit and small-dollar “relief” loans. If you are energized by the impact you think you could make at Upstart we'd love to hear from you!
Why Work With Us
Connection to our mission creates a special environment where people feel passionately about the impact they make in the world. Upstart is fast-paced and we encourage ownership at all levels of the organization. As a result culture at Upstart is driven by Upstarters. Upstarters are proactive talented multi-dimensional and collaborative.
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Upstart Offices
Remote Workspace
Employees work remotely.
Upstart has a digital-first model enabling most Upstarters can live and work anywhere in the U.S. We also offer in-person options from our office locations in San Mateo California; Columbus Ohio; Austin Texas; and New York City NY.
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Date Posted
04/14/2026
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