Collections Vendor Manager
Upstart is seeking a Collections Vendor Manager to oversee the performance and operations of our external collections vendors. This role is integral to ensuring that our partners meet performance expectations and deliver a seamless borrower experience. The ideal candidate will work closely with vendor leadership and internal teams to maintain operational excellence and uphold Upstart's standards of care and efficiency.
Key responsibilities include managing and monitoring the daily performance of external collections vendors to ensure they meet or exceed key performance metrics. The role involves collaborating with internal stakeholders to align vendor performance with Upstart’s strategic objectives, enhancing the borrower experience by ensuring agency partners deliver personalized and efficient service, and tracking vendor performance using established KPIs and SLAs. Additionally, the position requires building and maintaining strong relationships with external agencies, identifying areas for improvement, and working with vendors to implement solutions that enhance efficiency and borrower outcomes.
Candidates should possess a bachelor’s degree in Business, Finance, Operations, or a related field, or equivalent practical experience. A minimum of 5 years of experience in collections, servicing, or vendor management is required, including experience with first-party operations and/or third-party BPOs in financial services, consumer lending, auto finance, or servicing environments. The role demands strong analytical skills, the ability to interpret operational metrics, and excellent written and verbal communication skills. Willingness and ability to travel domestically and internationally for vendor onsite visits as needed is also necessary.
Upstart offers competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly. Employees benefit from a generous 401(k) plan with Upstart matching $2 for every $1 contributed, up to $15,000 per year. Additional benefits include affordable medical, dental, and vision coverage, paid time off, paid family and parental leave, and various wellness and productivity allowances.
As a digital-first company, Upstart provides flexibility for employees to work from where they thrive, with opportunities for in-person collaboration through team onsites and planning sessions. The company fosters a culture of innovation and purpose, encouraging employees to tackle meaningful problems and contribute to reshaping access to credit.