Upstart is hiring an Operations Manager, Loss Mitigation

About Upstart Upstart stands as a pioneering AI lending platform collaborating with financial institutions to broaden affordable credit accessibility. By utilizing Upstart's advanced AI marketplace, partner banks can achieve enhanced approval rates and reduced losses across demographic segments while delivering a superior digital lending experience. Over 80% of applicants receive instant approvals without documentation uploads. Upstart embraces a digital-first work culture, enabling employees to work from anywhere in the United States, complemented by physical offices in San Mateo, California; Columbus, Ohio; and Austin, Texas. Most team members are driven by the mission of facilitating effortless credit access based on genuine risk assessment. We welcome passionate professionals aligned with this vision! The Team: Upstart's Loss Mitigation division supports borrowers facing financial challenges by providing payment arrangements, deferrals, and settlements while maintaining regulatory compliance. As a Loss Mitigation Operations Manager, you'll supervise Senior Specialists managing loan servicing requests and hardship-related communications through multiple channels. Your leadership will drive team performance, operational effectiveness, and exceptional borrower support. You'll balance productivity objectives, optimize workflows, and ensure outstanding customer experiences in a dynamic environment. How You'll Make Impact: - Coach and develop Loss Mitigation Specialists to consistently achieve quality and productivity targets - Provide constructive performance feedback and conduct performance evaluations - Monitor daily operations to ensure efficient task distribution - Represent team requirements in cross-functional discussions - Collaborate with Product, Legal, Compliance, and Analytics teams to identify operational improvements - Analyze performance metrics to diagnose issues and implement scalable solutions - Communicate borrower feedback trends to enhance customer experience - Contribute to projects advancing automation and streamlining borrower journeys Minimum Qualifications: - 3+ years financial institution operations experience, including 2 years team management - Demonstrated ability to lead high-performing teams in metrics-driven environments - Experience managing operational key performance indicators - Strong analytical capabilities for data-driven decision making - Proficient in team coaching and structured feedback delivery - Expertise in process improvement initiatives - Excellent cross-functional communication skills - Proven independent problem-solving capacity Preferred Qualifications: - Collections or operations call center background - Familiarity with platforms like Salesforce, LiveVox, NICE WFM - Auto lending or loan servicing expertise - Understanding of regulatory frameworks - Experience with automation and digital servicing tools - Bachelor's degree preferred - Knowledge of high-risk portfolio management Position Details: - Remote work - East coast time zone operations - Occasional in-person collaboration Compensation & Benefits: - Competitive salary range: $75,900-$105,000 - Comprehensive medical coverage - 401(k) with full company match - Stock purchase plan - Insurance offerings - Generous leave policies - Wellness reimbursements - Team engagement activities Upstart is an Equal Opportunity Employer committed to diverse and inclusive hiring practices.