• Lead, coach, and develop a team of Collections Specialists supporting Upstart’s Auto portfolio across all stages of delinquency • Drive team performance against key operational metrics, including collection rate, action rate, payment resolution outcomes, and customer experience measures • Conduct regular coaching sessions, one-on-ones, and performance development conversations to improve individual and team effectiveness • Partner cross-functionally with Compliance, Analytics, Workforce Management, Training, and Product teams to improve operational execution and customer outcomes • Identify trends, operational gaps, and process improvement opportunities using portfolio and performance data • Foster a collaborative and engaging remote team culture through consistent communication, team huddles, recognition, and development initiatives • Support the scaling of the Auto Collections organization by helping refine processes, documentation, and operational best practices • Ensure collection activities are executed in compliance with company policies, regulatory requirements, and customer experience standards

• Research unpaid claims, determine denial root cause, and perform appropriate follow up actions to ensure timely claim adjudication. • Identify and take appropriate action for the billing of secondary or tertiary insurances. • Keeps informed on all current applicable third-party payer regulations and requirements. • Communicate payer trends and patterns to management. • Document within a patient’s record all actions taken related account resolution. • Review, comprehend and execute payer logic within negotiated contracts. • Prioritize workflow to reduce or eliminate bad debt flow resulting in a reduction in days in AR. • Meet and maintain productivity and audit standards. • Other duties as assigned by management.

Role Description Figma is looking for a Senior Credit & Collections Analyst to join our Accounting team. This is a high-impact role with ownership over collections strategy, cross-functional collaboration, and process improvement initiatives across our >$1B annual collections book. You'll partner closely with Revenue, Sales, Finance, and an offshore collections team to drive cash flow outcomes and support a clean monthly close. The ideal candidate is hands-on, detail-oriented, and energized by the chance to bring AI and automation into a finance function. This is a full-time role that can be held from one of our US hubs or remotely in the United States. What you’ll do at Figma: - Own end-to-end collections operations for an assigned book of business: aging management, dunning, dispute resolution, and escalation strategy - Monitor and drive improvement in AR KPIs (DSO, ADD, CEI, % current, bad debt) - Partner with Revenue, Sales, CS, and Finance to resolve billing and payment issues - Support month-end and quarter-end close, ensuring AR-related activities land accurately and on time - Direct and mentor offshore collectors — set priorities, QA work, run cadence - Manage and improve cash application, refund, and write-off processes - Identify and implement automation and AI opportunities across the AR stack - Prepare reporting and provide insights to leadership on AR performance and cash flow trends Qualifications - 5+ years of experience in AR / Collections in a SaaS or high-growth environment - Strong understanding of Quote-to-Cash processes and hands-on experience with NetSuite, Stripe, Tesorio, or similar tools - Proven experience improving collections performance and driving cash flow outcomes and experience supporting month-end / quarter-end close - Strong analytical skills with proficiency in Excel and data analysis - Ability to operate independently and prioritize effectively in a fast-paced environment Requirements - While not required, it’s an added plus if you also have: - Experience managing or mentoring offshore resources and implementing or optimizing AR tools and automation - Sales tax, billing operations, or revenue recognition exposure Benefits - Equity to employees - Competitive package of additional benefits, including health, dental & vision - Retirement with company contribution - Parental leave & reproductive or family planning support - Mental health & wellness benefits - Generous PTO - Company recharge days - Learning & development stipend - Work from home stipend - Cell phone reimbursement - Sales incentive pay for most sales roles - Annual bonus plan for eligible non-sales roles

• Manage the end-to-end accounts receivable process, including credit management, cash application and collections • Supervise, train, and mentor staff, ensuring high performance and professional development • Lead efforts to implement FIS GETPAID, an AR automation tool • Develop and execute collection strategies to reduce delinquency and improve Days Sales Outstanding (DSO) • Review escalated customer issues, provide solutions and facilitate collections • Partner with Sales and Customer Service to resolve payment issues • Oversee accurate cash applications and reconcile unapplied cash • Perform financial and credit analysis regarding new customer applications • Audit delinquent accounts to ensure maximum efforts have been made before assigning bad-debt status • Support the month-end close process by preparing AR related reports and analysis • Prepare monthly reports for senior leadership on AR aging, collection metrics and cash flow forecasts • Monitor, recommend and drive ERP enhancements to increase efficiency