- 3-4 weeks of in-person training at the Columbus office; AND
- Up to a week in-person per month at the Columbus office post training. Long term in office requirements are subject to change as the team scales.
- Mid Shift #1: 10:30 am - 7:00 pm EST Mon - Fri, with permanent Saturday 10:00 am - 6:30 pm EST (off Sun/Tues)
- Mid Shift #2: 10:30 am - 7:00 pm EST Mon - Fri, with permanent Saturday 10:00 am - 6:30 pm EST (off Sun/Wed)
- Mid Shift #3: 10:30 am - 7:00 pm EST Mon - Fri, with permanent Saturday 10:00 am - 6:30 pm EST (off Sun/Thurs)
- Mid Shift #4 w/ perm weekends: 10:30 am - 7:00 pm EST Mon - Fri, with permanent Saturday 10:00 am - 6:30 pm EST, Sunday 11am - 8pm EST (off Wed/Thurs)
- Assist and support our most at risk borrowers in a timely manner while maintaining strict adherence to Upstart's policies and procedures.
- Troubleshoot when challenges arise; keeping a strong focus on customer service and overall borrower satisfaction.
- Support team projects as they may occur to enhance the quality or efficiency of borrower support and payment recovery.
- Become a subject matter expert in helping borrowers to bring their accounts current through strong negotiation skills, having an understanding of how payments and delinquency work, and demonstrating compassion and empathy towards our borrowers.
- 2 years of collections experience, escalated customer service support, or equivalent financial services experience
- 1 year of working in a contact center or call center environment (remote or on-site)
- High School Diploma or GED
- Experience working with collection systems and tools
- Familiarity with Collection laws and regulations
- Strong sales and negotiation skills while also demonstrating empathy and compassion
- Effective written and verbal communication skills with the ability to present information clearly and succinctly
- Ability to think critically and prioritize tasks to effectively meet deadlines with limited supervision
- Competitive Compensation
- Comprehensive medical, dental, and vision coverage through contracting agency
- Catered lunches + snacks & drinks when working in offices
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Senior Collections Associate - Columbus, United States - Upstart Inc.
Description
The TeamUpstart's Collections team is seeking to hire Senior Collections Associates to join our team on a contract basis.
As a Senior Collections Associate, you will be responsible for providing a great borrower experience while helping bring borrowers' accounts out of delinquency.
Other responsibilities include contacting borrowers via phone and educating on account and lending success, consistently meeting performance and quality expectations and targets, identifying trends and suggesting areas of opportunity based on borrower interaction.
This team needs compassionate and caring individuals who have confidence to negotiate and educate a borrower through difficult circumstances.Position Location - This role is available in the following locations: Columbus, OH area. This position is primarily remote with on-site requirements at the Columbus, OH office
Time Zone Requirements - This team operates on the East time zones, between the hours of 9:00 am - 9:00 pm EST.
Shift requirements:
How you'll make an impact:
What we're looking for:
Minimum qualifications:
Preferred qualifications:
What you'll love: