Director, Collections Strategy at Upgrade

Phoenix, Arizona, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Financial ServicesIndustries

Requirements

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

Responsibilities

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

Skills

Collections Strategy

Predictive Modeling

Machine Learning

Payment Behavior Analysis

Customer Segmentation

Debt Recovery

Collections Operations

Upgrade

Provides loans, credit cards, and rewards

About Upgrade

Upgrade offers personal loans, credit cards, and rewards checking accounts to help individuals manage their finances. Their personal loans allow borrowing up to $50,000 with fixed rates and no prepayment penalties, while the Upgrade Card provides cash back rewards on various spending categories. What makes Upgrade different is its focus on affordability and user-friendly features, attracting customers looking for flexible credit solutions. The company's goal is to promote responsible financial behavior and long-term financial health through accessible credit options.

San Francisco, CaliforniaHeadquarters

2016Year Founded

$532.1MTotal Funding

SERIES_FCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401(k) Company Match

Unlimited Paid Time Off

Paid Parental Leave

Health & wellness initiatives

Risks

Expansion into auto loans increases exposure to credit risk.

Crowded BNPL market may pressure margins for Uplift acquisition.

Investment in new office space may strain resources if growth falters.

Differentiation

Upgrade offers a unique blend of credit and banking products.

The Secured OneCard targets consumers with little or no credit history.

Partnership with FairPlay enhances fairness in lending practices.

Upsides

Expansion into auto loans diversifies Upgrade's product offerings.

Acquisition of Uplift strengthens Upgrade's position in travel financing.

Partnership with Finturf enhances home improvement financing options.

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