Customer Experience Associate

**Customer Experience Associate - Bilingual-Spanish**

at Upstart Columbus, OH By leveraging Upstart's AI platform, Upstart-powered banks and credit unions can have higher approval rates and lower loss rates, while simultaneously delivering the exceptional digital-first lending experience their customers demand. Upstart's patent-pending platform is the first to receive a no-action letter from the Consumer Financial Protection Bureau related to fair lending. Upstart not only supports a large remote workforce, but also has offices in San Mateo, CA; Columbus, OH; and Austin, TX. **About Upstart**

Upstart is a leading AI lending platform partnering with banks and credit unions to expand access to affordable credit. As we transitioned to being a public company, were now poised to leverage our domain expertise and revolutionize every aspect of lending and credit risk evaluation. Weve recently expanded our offerings to include automobile refinancing and we plan to take on more verticals as the business grows.

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, wed love to hear from you

**The Team**

Our Ops team is the fastest scaling team in the org and we're seeking Customer Experience Associates to join us. Our Customer Experience-Onboarding team is an integral part of our Ops organization, working directly with applicants and potential applicants interested in learning more about Upstart and our loan application process. As the face of Upstart, were seeking people passionate about high-quality customer service.

**You don't have to be a financial services or credit guru** - we provide 4 weeks of training to all new hires so that you can start your new role with a solid foundation.

Our comp package includes base pay + annual bonus + equity and **amazing benefits and perks** (like a new Mac + $1000 to spend in your first year for tech equipment and catered lunch every day in our beautiful office).

**Shifts:** Our operations team is open 7 days a week and there are two shifts

* 9:30 am - 6:00 pm ET

* 11:30 am - 8:00 pm ET

***All weekend shifts include a pay differential (+$2/hr)***

**How youll make an impact:**

* Deliver an outstanding customer experience by guiding applicants through the application process via inbound and outbound phone, chat, and email support.

* Identify and implement creative process improvements to enhance the overall customer experience for all applicants.

* Complete other projects or tasks as assigned to aid in the operational goals of the customer experience team and operations as a whole.

**What were looking for:**

* **Minimum Requirements**

+ 1+ years of experience in customer service, phone support, or similar

+ Bilingual: Spanish and English in a business setting

+ Passion for delivering a great customer experience

+ Strong communication skills (written and verbal) and ability to address applicants in an objective yet empathetic manner

+ Impeccable judgment and acute attention to detail

+ BA / BS degree, Associates degree, or equivalent work experience

* Preferred Requirements:

+ Previous experience in banking, lending, or at a startup

**What youll love:**

* Competitive Compensation (base + bonus & equity)

* Comprehensive medical, dental, and vision coverage

* Personal Development and Technology & Ergonomic Budgets

* Life insurance and disability benefits

* Clubs and Activities (Game Nights, Fitstarters, Superwomen, Book Club, Investing Club, Money Discussions, Photography Club and Basketball teams)

* Generous vacation policy

* 401(k) and Employee Stock Purchase Plan (ESPP)

* Catered lunches + snacks & drinks

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.

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