Associate Operations Manager, Recovery

The Team

Upstart's Recovery team is seeking a candidate to join the team as an Associate Operations Manager, Recovery to manage Upstarts Recovery vendors including Legal Recoveries, Third Party Agencies, DSC Servicing vendors, among other vendors as we grow our Recovery program. As an Associate Operations Manager, Recovery you will be responsible for analyzing and managing vendor performance to maximize recovery. You will oversee a team of contributors to ensure seamless execution of daily tasks which transfer data to and from Upstart's Recovery vendors.

An Associate Operations Manager, Recovery at Upstart will be able to think strategically and analytically, is solutions-oriented, and likes to improve processes and workflows. He/She is self-motivated, a great planner, exercises excellent judgment and handles challenges with positivity and grit. The candidate should also be able to communicate effectively and establish key relationships with Upstart's vendors and internal teams.

Position Location - This role is available in the following locations: Remote

Time Zone Requirements - This team operates on the East/West Coast time zones. 

Travel Requirements - As a digital first company, the majority of your work can be accomplished remotely. The majority of our employees can live and work anywhere in the U.S but are encouraged to to still spend high quality time in-person collaborating via regular onsites. The in-person sessions' cadence varies depending on the team and role; most teams meet once or twice per quarter for 2-4 consecutive days at a time.

How you'll make an impact:

• Track and analyze vendor performance, address any concerns. 
• Manage company relations with vendors (legal vendors, agencies, etc.) by delivering timely, accurate and professional operational support to all vendors.
• Ensure that day to day work is handled accurately and in a timely manner on both sides.
• Work closely with the Operations Manager to set SLA and performance standards for vendors and ensure these expectations are met.
• Manage compliance risks, drive any process issues/ risk to a successful resolution. 
• Identify possible areas of process improvements, propose thoughtful solutions and individually or by partnering with other stakeholders across Upstart implement proposed improvements.

What we're looking for: 

• Minimum qualifications:
  
  • 3+ years of experience managing or working closely with vendors in the collections and recovery space.
  • Consistently meeting or exceeding targets across the skills matrix and demonstrating strong performance in core work (quality, productivity,etc.).
  • Has experience and a deep understanding of how to apply policies, processes, and procedures to the operations team's day-to-day work and identify necessary changes to help align with the department's vision and voice.
  • Demonstrate ability to work independently and meet deadlines with limited supervision, and balance working fast with a high degree of accuracy and detail.
  • Strong communicator experienced in cross-functional collaboration within team environments, adept at representing operational processes and procedures to team members and leaders.
  • Strong analytical aptitude with keen attention to detail.
• Preferred qualifications:
  • 3 - 5+ years of experience in an operations role at a financial institution.
  • 12+ months experience as a people manager leading an operations team at a financial institution.
  • Direct knowledge of MPL (Marketplace Loan) industry.
  • Knowledge of consumer lending products and the fintech landscape.
  • Strong knowledge of key financial services regulatory requirements such as FDCPA, UDAAP, TILA, GLBA, TCPA, SCRA, etc.
  • BA/BS degree in business, finance, economics, or other analytical areas of study.

What you'll love: 

• Competitive Compensation (base + bonus & equity)
• Comprehensive medical, dental, and vision coverage with Health Savings Account contributions from Upstart 
• 401(k) with 100% company match up to $4,500 and immediate vesting and after-tax savings
• Employee Stock Purchase Plan (ESPP)
• Life and disability insurance
• Generous holiday, vacation, sick and safety leave
• Supportive parental, family care, and military leave programs
• Annual wellness, technology & ergonomic reimbursement programs
• Social activities including team events and onsites, all-company updates, employee resource groups (ERGs), and other interest groups such as book clubs, fitness, investing, and volunteering
• Catered lunches + snacks & drinks when working in offices

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