Note: The job is a remote job and is open to candidates in USA. Upgrade is a fintech company providing affordable and responsible credit products to consumers. The Senior Collections Strategy Analyst will own analytics and strategy for post-charge-off and pre-charge-off recovery operations, including reporting infrastructure, testing frameworks, third-party agency management, dialer strategy, digital communications, debt settlement relationships, and hardship programs. The role partners with cross-functional teams to translate analysis into implemented strategy and communicates recommendations to senior stakeholders.
Responsibilities
- 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
Skills
- 3-5+ years of experience in a quantitative, analytics, or strategy role
- 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
- 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
- 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
Benefits
- 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
Company Overview
Company H1B Sponsorship