Full-Time Collection Vendor Performance Manager
Upstart is hiring a remote Full-Time Collection Vendor Performance Manager. The career level for this job opening is Manager and is accepting USA based applicants remotely. Read complete job description before applying.
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About Upstart: Upstart is a leading AI lending marketplace that partners with banks and credit unions to expand access to affordable credit. It leverages AI to improve approval rates and lower loss rates across demographics, while providing a digital lending experience.
The Team: Upstart seeks a Collections Vendor Performance Manager to drive the performance of agency partners providing collections services.
Responsibilities:
- Drive Agency Partner Performance: Manage and monitor vendor performance, ensuring they meet or exceed key performance metrics.
- Enable Business Outcomes: Collaborate with stakeholders to align vendor performance with Upstart's strategic objectives.
- Enhance Borrower Experience: Ensure partners deliver a personalized and effortless borrower experience.
- Monitor and Enforce KPIs: Track vendor performance using KPIs like response times, success rates, and customer satisfaction.
- Vendor Relationship Management: Build and maintain strong relationships with vendors.
- Performance Improvement Initiatives: Collaborate to identify areas for improvement and implement solutions.
- Cross-Functional Collaboration: Work with internal teams like Operations, Legal, and Lending Partnerships.
- Data-Driven Analysis: Use data and reporting tools to improve service delivery.
Qualifications:
- 5+ years experience in vendor management, customer service, or collections, preferably in fintech.
- Strong track record of managing external vendors.
- Ability to drive business outcomes and improve customer experiences.
- Excellent communication and negotiation skills.
- Proven analytical skills.
- Knowledge of financial services compliance.
- Strong sense of urgency.
Preferred Qualifications: Experience building collections vendor procedures and performance metrics.
Benefits: Competitive compensation, comprehensive benefits, 401(k) match, ESPP, generous leave programs, and social activities.
Salary: $75,900 - $105,000 USD