Head of Collections – Loss Mitigation
Job 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!)
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• 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!)
Apply tot his job
Apply To this Job