Head of Collections – Loss Mitigation

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and cultivate a team of managers tasked with collections and loss mitigation operations, supporting around 40 agents in these areas.

• Propel measurable enhancements in collections performance, focusing on recovery rates, productivity, SLA adherence, QA performance, and borrower outcomes through data-driven operational management.

• Establish standardized performance management frameworks, coaching methodologies, and accountability systems to foster consistency and amplify top-performing behaviors across teams.

• Enhance operational visibility with data-driven reporting, performance metrics, and dashboards that reveal trends, root causes, and potential improvement areas.

• Fortify operational controls and QA frameworks to minimize manual errors, enhance compliance performance, and support scalable growth in collections and loss mitigation operations.

• Collaborate cross-functionally with Product, Engineering, Compliance, and Analytics teams to enhance tooling, automation, workflows, and borrower programs.

⛳️ Requirements

• Bachelor’s degree or equivalent practical experience.

• Over 10 years of experience in collections, servicing, or loss mitigation operations.

• More than 5 years of direct people management experience, including managing managers in a scaled operations environment.

• Proven experience leading operations teams of 20 or more agents across multi-channel workflows.

• A demonstrated history of improving collections performance using data-driven strategies.

• Experience managing both collections and loss mitigation functions.

• Proficient in utilizing automation or generative AI tools to enhance operational workflows, efficiency, reporting, or borrower experience.

• Familiarity with regulatory and compliance requirements in servicing, collections, or banking sectors.

• Experience in building or scaling QA frameworks, operational systems, or workflow automation initiatives.

• Strong analytical skills to assess operational data, identify root causes, and drive improvements.

• Experience collaborating cross-functionally with Product, Engineering, Analytics, or Compliance teams to enhance operational tools and workflows.

🏝️ Benefits

• Competitive compensation package, encompassing base pay, bonus opportunities, and quarterly vesting annual equity grants.

• Retirement benefits designed to assist in future planning, featuring 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) offering discounted stock purchase options for eligible employees (US only).

• Comprehensive health coverage tailored to support you and your family, including medical, dental, vision, and wellness resources for US employees, alongside supplemental health coverage for Canada.

• Contributions to Health Savings Accounts from Upstart for eligible plans (US only).

• Income protection benefits, which include life insurance and disability coverage for added financial security.

• Paid time off, sick leave, and company holidays in accordance with local regulations.

• Paid family and parental leave to support caregiving and significant life events (duration varies by country).

• Family-oriented benefits designed to assist with fertility, parenthood, and caregiving needs.

• Employee Assistance Program (EAP) providing 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 aimed at supporting your physical and emotional well-being, and personal development, based on your priorities.

• Annual productivity allowance to invest in necessary tools and resources to optimize your work performance, regardless of location.

• Opportunities for connection and community through team events, all-company updates, and employee resource groups (ERGs).

• Onsite amenities, including catered lunches and fully stocked micro-kitchens for employees working from our offices in the Bay Area, Austin, Columbus, and New York City (opening Summer 2026!).