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Head of Collections and Loss Mitigation

3 weeks, 3 days ago
United States, Canada
Full-time
Executive
Operations Manager
Operations
Generative AI
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Upstart

Upstart

Upstart Powered Loans: Personal, Car Refinance & Consolidation Through Upstart, apply online for a fast personal loan, auto refinancing, or debt consolidation. Try our quick rate check today with no impact to your credit! Founded by ex Googlers, Upstar...

Banks
1K-5K
Founded 2012
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Description

  • Lead and develop a team of managers overseeing collections and loss mitigation operations for approximately 40 agents.
  • Drive improvements in recovery rates, productivity, SLA adherence, QA performance, and borrower outcomes using data-informed management.
  • Standardize performance management, coaching, and accountability practices across teams.
  • Build operational visibility through reporting, performance metrics, and dashboards that surface trends, root causes, and improvement opportunities.
  • Strengthen operational controls and QA frameworks to reduce manual errors, improve compliance, and support scalable growth.
  • Partner with Product, Engineering, Compliance, and Analytics to improve tooling, automation, workflows, and borrower programs.
  • Evolve internal collections and loss mitigation operations with a focus on efficiency, rigor, and borrower experience.
  • Work in a hands-on leadership capacity within a complex and evolving operational environment.

Requirements

  • Bachelor’s degree or equivalent practical experience.
  • 10+ years of experience in collections, servicing, or loss mitigation operations.
  • 5+ years of direct people management experience, including managing managers in a scaled operations environment.
  • Experience leading operations teams of 20+ agents across multi-channel workflows.
  • Demonstrated track record of improving collections performance using data-driven methods.
  • Experience leading both collections and loss mitigation functions, preferred.
  • Experience using automation or generative AI tools to improve workflows, efficiency, reporting, or borrower experience, preferred.
  • Knowledge of regulatory and compliance requirements in servicing, collections, or banking environments, preferred.
  • Experience building or scaling QA frameworks, operational systems, or workflow automation initiatives, preferred.
  • Ability to analyze operational data, identify root causes, and drive improvements, preferred.

Benefits

  • Competitive compensation with base salary, target bonuses, and annual equity grants that vest quarterly.
  • United States remote base salary range of $128,100 to $177,300 USD.
  • 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually.
  • Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees in the US.
  • Comprehensive medical, dental, and vision coverage, plus wellness resources and supplemental health coverage in Canada.
  • Health Savings Account contributions for eligible US plans.
  • Paid time off, sick leave, and company holidays.
  • Paid family and parental leave, plus family-centered fertility, parenthood, and caregiving benefits.
  • Employee Assistance Program with mental health support and life-centered resources.
  • Financial wellness resources, annual wellness allowance, annual productivity allowance, and onsite perks such as catered lunches and stocked micro-kitchens at office locations.

Interested in this position?

Apply directly on the company website

Apply Now

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