Senior Director, Collections Strategy

Upgrade helps customers move in the right direction with affordable and responsible financial products. Since 2017, we’ve helped over 7.5 million customers access over $42 billion in consumer credit. With a relentless focus on improving our customers' financial well-being, we build products that put more money in their pocket and support their journey toward a better financial future. We’re backed by some of the most prominent technology investors and were most recently valued at $7.3B.

We’re consistently recognized for our collaborative and inclusive culture. Most recently, we were named one of the World’s Top Fintech Companies by CNBC, Best Places to Work by Built In, Best Places to Work by the San Francisco Business Times, America’s Greatest Workplaces by Newsweek, Best Startup Employer by Forbes, and Healthiest Employers by Phoenix Business Journal. 

We’re looking for new team members who get excited about designing and delivering new and better products. Come join us and help build a better financial future for millions of people.

 

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About the Role:

We’re looking for a Senior Director of Collections Strategy who will oversee the strategy and management of pre-charge-off and post-charge-off collections across all Upgrade products for internal, first-party and third-party operations. Products include the following: Unsecured Personal Loans, Credit Card, BNPL / POS Financing, Travel BNPL, Home Improvement Financing, Indirect Auto, Checking, One Card, and Savings. 

 

What You'll Do:

• Evaluating customer payment behavior, identifying trends, and assessing the effectiveness of current strategies.
• Developing specific strategies for different customer segments and debt types, including pre-delinquent, delinquent, and recovery accounts.
• Utilizing predictive modeling, machine learning, and other tools to identify potential issues and optimize collection efforts. 
• Identifying areas for improvement in the overall collection process, including communication channels and customer interactions. Optimization of contact and conversion strategy in omni channel collections environment. 
• Reaching out to customers with overdue payments via phone, email, or other channels to discuss their accounts and negotiate payment arrangements. 
• Working with customers to establish feasible repayment plans that align with their financial situations including hardship and debt settlement arrangements.
• Adhering to all relevant regulations, including the Fair Debt Collection Practices Act (FDCPA), CFPB Regulation F, and TCPA, as well as internal policies. 
• Tracking key metrics, such as aging of accounts receivable, collection rates, and recovery rates, to assess the effectiveness of strategies and identify areas for improvement. 
• Working with other departments, such as credit, sales, customer service, and risk management, to ensure a smooth and effective collection process. 
• Providing regular updates to senior management on collection performance, key trends, and areas of concern. 

 

What We Look For:

• 5 to 7 years of experience in collections strategy and/or operations 
• Bachelor's degree required; MBA or advanced degree preferred
• Strong analytical skills - analyzing data, identifying trends, and making data-driven decisions
• Excellent communication skills - effectively communicating with operations leadership and executive management
• Knowledge of relevant regulations - understanding the legal and regulatory landscape of debt collection
• Experience with collection technology - utilizing software and tools to manage and optimize the collection process
• Leadership and team management skills - leading and motivating analysts 
• Strong analytical skills - analyzing data, identifying trends, and making data-driven decisions

What We Offer You: 

• Competitive salary and stock option plan
• 100% paid coverage of medical, dental and vision insurance 
• Flexible PTO
• Competitive 401(k) and RRSP program
• Opportunities for professional growth and development 
• Paid parental leave
• Health & wellness initiatives

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We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Upgrade does not accept unsolicited resumes from staffing agencies, search firms, or any third parties. Any resume submitted to any employee of Upgrade without a prior written agreement in place will be considered the property of Upgrade, and Upgrade will not be obligated to pay any referral or placement fee. Agencies must obtain advance written approval from Upgrade's Talent Acquisition department to submit resumes and only in conjunction with a valid, fully executed agreement. English is required for all positions, as it involves interacting with staff at Upgrade's offices worldwide.