Customer Support Representative

2 weeks ago

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

Client Experience Specialist

At Upstart, we are dedicated to transforming the lending landscape through our innovative AI-driven platform. Our partnerships with banks and credit unions enable us to enhance approval rates while minimizing loss rates, all while providing a superior digital-first lending experience that our clients expect.

As a Client Experience Specialist within our Loan Servicing team, your primary role will be to deliver exceptional support to our borrowers. This encompasses a variety of inquiries related to loan servicing, including payment processing, credit reporting, payoff details, and options for financial hardship.

About Upstart

Upstart is at the forefront of AI lending, collaborating with financial institutions to broaden access to affordable credit. As we evolve as a public entity, we are poised to leverage our expertise to innovate every facet of lending and credit risk assessment. Our recent expansion into automobile refinancing is just the beginning as we aim to explore additional verticals.

Many of our team members are drawn to our mission of facilitating effortless credit access based on genuine risk assessment. If you are passionate about making a meaningful impact, we invite you to consider joining our team.

The Team

Our Operations team is the fastest-growing segment within our organization, and we are on the lookout for Client Experience Specialists to enhance our efforts. Our Customer Experience team plays a crucial role, directly engaging with borrowers through various communication channels. This position demands outstanding communication skills, strong analytical capabilities, and a commitment to high-quality customer service.

Training and Development

No prior experience in financial services is necessary; we provide comprehensive training for all new hires to ensure you have a solid foundation for success.

Compensation and Benefits

Our compensation package includes a competitive base salary, annual bonuses, equity options, and an array of benefits and perks, such as a new Mac and a technology budget for your first year, along with daily catered lunches.

Shifts

Our Loan Servicing team operates six days a week, offering two shift options:

  • 9:00 am - 5:30 pm ET
  • 10:30 am - 7:00 pm ET

Key Responsibilities

In this role, you will:

  • Provide outstanding customer service to our borrowers, addressing inquiries related to loan servicing.
  • Ensure customer satisfaction through effective communication and problem resolution.
  • Demonstrate sound judgment and adhere to established guidelines in decision-making.
  • Meet and exceed performance metrics related to productivity and service quality.

Qualifications

Minimum Requirements:

  • 1+ year of experience in customer service or a client-facing role.
  • A dedicated and quiet workspace for phone interactions.
  • A genuine passion for delivering exceptional customer experiences.
  • Excellent communication skills with an empathetic approach.
  • Detail-oriented, self-motivated, and capable of independent decision-making.
  • Strong problem-solving abilities and a curious mindset.
  • BA/BS degree, Associate's degree, or equivalent work experience.

Preferred Qualifications:

  • 1+ year of experience in consumer lending, personal banking, loan servicing, or a related field.

What We Offer

We provide:

  • Competitive compensation package (base salary, bonuses, and equity).
  • Comprehensive medical, dental, and vision insurance.
  • Personal development and technology budgets.
  • Life insurance and disability coverage.
  • A vibrant culture with clubs and activities for team engagement.
  • A generous vacation policy.
  • 401(k) and Employee Stock Purchase Plan (ESPP).
  • Catered lunches and a variety of snacks and beverages.

Upstart is an Equal Opportunity Employer committed to fostering diversity and inclusion in our hiring practices. We celebrate all backgrounds and perspectives, believing that our collective experiences make us stronger.

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