Sr. Customer Service

**Sr. Customer Service - Complaints Specialist**

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. As a **Senior Customer Service** - **Complaints Specialist**, you are responsible for ensuring that Upstart Operations team provides high quality customer experience, comply with all federal and state regulations, and adhere to Upstarts policies and procedures. You will be an escalation point for customer complaints, perform in-depth investigations, analyze trends and report to senior leadership, and provide feedback and recommendations to management as needed. **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**

The Servicing Complaints Team is responsible for handling complaints received directly from borrowers or via a regulator or outside agency, such as the BBB. The team ensures that Upstart provides a high level of customer service and handles borrower concerns quickly and accurately.

**How youll make an impact:**

* Perform investigations, provide responses, and assist with resolving complaints;

* Collect, compile, analyze, summarize, and present complaints metrics to surface trends and potential areas of improvement;

* Evaluate and track customer feedback and/or product gaps by completing complaints through effective and established complaint handling processes;

* Serve as an escalation point and subject matter expert for complaint inquiries;

* Conduct training, nesting and mentoring to new complaints team members;

* Work cross functionally with leads across teams to ensure our complaint program data is shared and utilized to reduce error gaps and implement process improvements.

**What were looking for:**

* **Minimum Requirements:**

+ At least 2 years experience handling customer complaints and escalations

+ Able to understand and apply policies, procedures, and regulations to operations teams day-to-day work, assess legal/compliance risks, and identify necessary changes to mitigate risks

+ Able to meticulously perform investigations, assess root cause of complaints, and drive resolution to completion

+ Demonstrate strong listening skills and professionalism when speaking with irate customers, and able to quickly identify suitable solutions

+ Strong verbal and written skills with the ability to present info in a clear and concise manner

+ Demonstrate ability to work independently and meet deadlines with limited supervision, and balance working fast with a high degree of accuracy and detail

+ Demonstrate a strong sense of discretion, professionalism, and ownership

+ Knowledge of some or all applicable regulations FCRA, TILA, FDCPA, ECOA, UDAAP, EFTA, BSA/AML, OFAC, GLBA

* **Preferred Qualifications:**

+ Prior experience in banking, lending, or at a FinTech highly preferred

+ Experience working in a startup environment.

**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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As set forth in Upstarts Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

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We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

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