The posting
Upgrade helps customers move in the right direction with affordable and responsible financial products. Since 2017, we’ve helped over 7.5 million customers access over $42 billion in consumer credit. With a relentless focus on improving our customers' financial well-being, we build products that put more money in their pocket and support their journey toward a better financial future. We’re backed by some of the most prominent technology investors and were most recently valued at $7.3B.
We’re consistently recognized for our collaborative and inclusive culture. Most recently, we were named one of the World’s Top Fintech Companies by CNBC, Best Places to Work by Built In, Best Places to Work by the San Francisco Business Times, America’s Greatest Workplaces by Newsweek, Best Startup Employer by Forbes, and Healthiest Employers by Phoenix Business Journal.
We’re looking for new team members who get excited about designing and delivering new and better products. Come join us and help build a better financial future for millions of people.
About the Role
Upgrade is a fintech company focused on providing affordable and responsible credit to everyday consumers. The Collections team plays a critical role in that mission by protecting portfolio performance while ensuring borrowers are treated fairly throughout the recovery process.
As a Senior Collections Strategy Analyst, you will own the analytics and strategy that drive performance across our post-charge-off and pre-charge-off recovery operations. You will build the reporting infrastructure, testing frameworks, and cross-functional partnerships needed to manage third-party agencies, dialer strategy, digital communications, debt settlement company (DSC) relationships, and hardship programs. This is a highly visible, individual-contributor role for someone who is analytically rigorous, comfortable owning ambiguous problems end-to-end, and energized by building strategy and infrastructure where little currently exists.
What You'll Do
- Build a holistic analytics framework for the overall recovery program, spanning debt sale, third-party agency outsourcing, and DSC settlements.
- Design, test, and maintain dialer strategy for pre-charge-off delinquent accounts, including contact cadence, prioritization logic, and channel sequencing.
- Bring a strong test-and-learn mindset to strategy development, structuring dialer experiments to compare treatment options and optimizing strategy based on results.
- Build and maintain a quarterly business review (QBR) deck for our third-party collection agencies, establishing the KPIs and reporting cadence needed to monitor agency performance.
- Own and evolve our digital communication strategy across email, SMS, and AI voice agent channels, balancing performance with borrower experience and compliance.
- Track, analyze, and report on settlement performance with debt settlement companies (DSCs), including acceptance rates, recovery yield, and portfolio trends.
- Build analytics to evaluate hardship program design and performance, identifying opportunities to improve borrower outcomes and recidivism rates.
- Perform ad hoc portfolio analytics to answer emerging questions from Collections leadership and cross-functional partners.
- Partner cross-functionally with Risk, Compliance, Legal, Operations and Product to translate analysis into implemented strategy.
- Clearly communicate findings, trade-offs, and recommendations to both technical and non-technical stakeholders, including senior leadership.
What We Look For
- 3-5+ years of experience in a quantitative, analytics, or strategy role, ideally within collections, credit risk, or recovery operations at a financial services or fintech company.
- Direct experience with collections operations such as dialer strategy, agency management, debt sale, DSC/settlement programs, or hardship programs strongly preferred.
- Advanced SQL skills and comfort querying large, complex datasets independently.
- Experience building dashboards and reporting in Tableau (or a comparable BI tool), plus advanced proficiency in Excel and/or Google Sheets.
- Track record of designing and analyzing test-and-learn experiments (e.g., A/B tests) to optimize operational strategy.
- Strong analytical and problem-solving skills, with the ability to move from raw data to a clear, actionable recommendation.
- Excellent written and verbal communication skills, with experience presenting analysis and strategy to senior stakeholders.
- Self-starter who is comfortable owning ambiguous, cross-functional problems in a fast-paced environment.
- BA/BS degree in a quantitative field (Mathematics, Statistics, Engineering, Economics, or related) or equivalent practical experience.
Nice to Have
- Experience with dialer platforms or digital engagement platforms.
- Familiarity with fair lending, FDCPA, or other collections-related regulatory considerations.
- Working knowledge of Python or R for analysis or automation.
- Experience partnering directly with third-party vendors or agencies on performance management.
What We Offer You
- Competitive salary and stock option plan
- Medical, dental and vision insurance with employer paid options
- Flexible PTO
- Competitive 401(k)
- Opportunities for professional growth and development
- Paid parental leave
- Health & wellness initiatives
The compensation range of this position in San Francisco, CA is USD $100,000 - $120,000 annually plus equity and benefits. Within this range, an individual's base pay will be dependent on a variety of factors, including without limitation, job-related knowledge, skills, education, and experience.
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For California residents: Upgrade's California Notice at Collection and Privacy Policy describes our practices regarding the collection, use, and disclosure of the personal information of job applicants.
Environmental & Working Conditions
Work is performed indoors in a fast-paced environment that requires the ability to manage multiple priorities and meet established workflows, schedules, and service expectations.
Employees regularly input, retrieve, and exchange information accurately using digital systems and applications to support operational and customer service objectives.
The role requires the ability to receive and exchange information with customers, peers, supervisors, and cross-functional partners through available communication channels, which may include meetings, email, phone, and digital collaboration tools, and may involve real-time, verbal, or in-person exchanges depending on business need.
Job duties may involve managing a high volume of inbound and/or outbound customer interactions and work activities using telecommunications and computer systems. The role requires the ability to read, analyze, and interpret information displayed on computer screens and remain in a working posture for extended periods, consistent with the demands of the position.
Work may be performed in a contact center, office, or remote environment, depending on business needs and the nature of the role. Onsite work environments may include shared workspaces, standard office lighting, and moderate background noise typical of customer service or operational settings.
Employees working remotely are responsible for maintaining a secure and productive workspace with reliable internet connectivity that supports company systems and safeguards the confidentiality of company and customer information.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position in accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Upgrade does not accept unsolicited resumes from staffing agencies, search firms, or any third parties. Any resume submitted to any employee of Upgrade without a prior written agreement in place will be considered the property of Upgrade, and Upgrade will not be obligated to pay any referral or placement fee. Agencies must obtain advance written approval from Upgrade's Talent Acquisition department to submit resumes and only in conjunction with a valid, fully executed agreement.
