Senior Complaints Specialist - United States | Remote

About Upstart

Upstart is a leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. By leveraging Upstart's AI marketplace, Upstart-powered banks and credit unions can have higher approval rates and lower loss rates across races, ages, and genders, while simultaneously delivering the exceptional digital-first lending experience their customers demand. More than two-thirds of Upstart loans are approved instantly and are fully automated.

Upstart is a digital-first company, which means that most Upstarters live and work anywhere in the United States. However, we also have offices in San Mateo, California; Columbus, Ohio; and Austin, Texas.

Most Upstarters join us because they connect with our mission of enabling access to effortless credit based on true risk. If you are energized by the impact you can make at Upstart, we’d love to hear from you!

The Team

As the Senior Complaints Specialist at Upstart, you will be responsible for ensuring that Upstart provides high quality customer experience, complies with all federal and state regulations, and adheres to Upstart’s policies and procedures. You will be an escalation point for customer complaints while performing in-depth investigations and analyzing trends. Senior Complaints Specialists will report to senior leadership and provide feedback and recommendations to management as needed.

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:

• Quickly and accurately review complaints to identify root cause, determine appropriate resolution, craft and deliver a response to the complainant and remediate any potential customer harm (as necessary).
• Manage a pipeline of complaint cases and determine the appropriate partners to collaborate with to resolve the customer’s complaint.
• Remain up to date on organizational policies and processes to ensure timely responses can be provided.

What we’re looking for: 

• Minimum qualifications:
  • 2 years of experience investigating and responding to customer complaints at Upstart or another Financial Institution
  • Strong attention to detail and ability to prioritize competing priorities in a fast paced environment
  • Exceptional written communication skills with the ability to present information clearly and succinctly
  • Ability to quickly learn and adapt to new technology systems and processes
  • Proven success in producing high quality outcomes in a metrics driven environment, demonstrating proficiency in resolving complaints efficiently and effectively
• Preferred qualifications:
  • Knowledge of industry regulations, including, but not limited to: FCRA, UDAAP, FDCPA, ECOA
  • Previous experience handling complaints related to Identity Theft, Fraud, Auto Loans, Bankruptcy, and Credit Disputes 
  • Bachelor’s degree preferred

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

#LI-REMOTE

#LI-Entry 

This is a Non-Exempt position. Employees in this position are paid an hourly pay rate, on a bi-weekly basis, and are eligible to receive overtime pay for any hours worked over 40 in a work week, or over 8 in a work day if required by state law. 

At Upstart, your base pay is one part of your total compensation package. The anticipated annualized base salary for this position is expected to be within the below range. Your actual base pay will depend on your geographic location–with our “digital first” philosophy, Upstart uses compensation regions that vary depending on location. Individual pay is also determined by job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

In addition, Upstart provides employees with target bonuses, equity compensation, and generous benefits packages (including medical, dental, vision, and 401k). 

Upstart is a proud Equal Opportunity Employer. We are dedicated to ensuring that underrepresented classes receive better access to affordable credit, and are just as committed to embracing diversity and inclusion in our hiring practices. We celebrate all cultures, backgrounds, perspectives, and experiences, and know that we can only become better together. 

If you require reasonable accommodation in completing an application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please email candidate_accommodations@upstart.com

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