Head of Collections – Loss Mitigation

🕒 May 15

🇺🇸 United States – Remote

💵 $128.1k - $177.3k / year

⏰ Full Time

🔴 Lead

📞 Collections

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Upstart

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Upstart is a leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. As we transitioned to being a public company, we’re now poised to leverage our domain expertise and revolutionize every aspect of lending and credit risk evaluation. We’ve recently expanded our offerings to include automobile refinancing and we plan to take on more verticals as the business grows.

📋 Description

• Lead and develop a team of managers responsible for collections and loss mitigation operations supporting approximately 40 agents across collections and loss mitigation operations • Drive measurable improvements in collections performance, including recovery rates, productivity, SLA adherence, QA performance, and borrower outcomes through data-informed operational management • Standardize performance management frameworks, coaching practices, and accountability mechanisms to improve consistency and scale top-performer behaviors across teams • Build operational visibility through data-driven reporting, performance metrics, and dashboards that identify trends, root causes, and opportunities for improvement • Strengthen operational controls and QA frameworks to reduce manual error rates, improve compliance performance, and support scalable growth across collections and loss mitigation operations • Partner cross-functionally with Product, Engineering, Compliance, and Analytics teams to improve tooling, automation, workflows, and borrower programs

🎯 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 experience 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 • Experience using automation or generative AI tools to improve operational workflows, efficiency, reporting, or borrower experience • Knowledge of regulatory and compliance requirements in servicing, collections, or banking environments • Experience building or scaling QA frameworks, operational systems, or workflow automation initiatives • Ability to analyze operational data, identify root causes, and drive improvements • Experience partnering cross-functionally with Product, Engineering, Analytics, or Compliance teams to improve operational tooling and workflows

🏖️ Benefits

• Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly • Retirement benefits to help you plan for the future, including a 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually (USD in the US, CAD in Canada) • Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees (US only) • Comprehensive health coverage designed to support you and your family, including medical, dental, vision, and wellness resources for US and supplemental health coverage for Canada. • Health Savings Account contributions from Upstart for eligible plans (US only) • Income protection benefits, including life insurance and disability coverage for added financial security • Paid time off, sick leave, and company holidays, in line with local requirements • Paid family and parental leave to support caregiving and major life moments (duration varies by country) • Family-centered benefits to support fertility, parenthood, and caregiving needs • 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 (US Only) • 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, all-company updates, and employee resource groups (ERGs) • Onsite perks, including catered lunches and fully stocked micro-kitchens when working from one of our offices in the Bay Area, Austin, Columbus, and New York City (opening Summer 2026!)