Bilingual Customer Experience Associate

3 weeks ago

Columbus, Ohio, United States Upstart Network, Inc. Full time
About Upstart

Upstart is a leading AI lending platform partnering with banks and credit unions to expand access to affordable credit. Our mission is to enable access to effortless credit based on true risk.

The Role

We are seeking a Customer Experience Associate to join our Loan Servicing team. As a Customer Experience Associate, you will be responsible for providing outstanding customer support to our borrowers. This includes inquiries covering all aspects of loan servicing such as payment processing, credit reporting, payoff information, and hardship options.

Key Responsibilities
  • Deliver an exceptional customer experience to our customers (borrowers), and provide guidance regarding the servicing of their loans
  • Ensure that all interactions encourage customer satisfaction, effectiveness, proficiency, and quality
  • Act with confidence by answering and/or finding answers to customer questions and finding solutions to customer issues
  • Demonstrate sound judgment in decision making, and appropriately following established guidelines and procedures
  • Exceed key performance indicators measuring personal productivity, quality, and service level
Requirements
  • 1+ year of experience in customer service, consumer lending, personal banking, loan servicing, or similar
  • Bilingual: Spanish and English in a business setting
  • Passion for delivering a great customer experience
  • Great communication skills with an ability to communicate with empathy
  • Detail-oriented, self-motivated, and able to make independent decisions exercising good judgement
  • Strong problem-solving skills, a detective mindset, and a curious nature
  • BA / BS degree, Associates degree, or equivalent work experience
What We Offer
  • 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
About Us

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.

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