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Customer Experience Associate San Mateo, CA
2 months ago
We are seeking a highly skilled Customer Experience Associate to join our Loan Servicing team at Upstart Network, Inc. in San Mateo, CA. As a key member of our team, you will be responsible for delivering exceptional customer service to our borrowers, providing guidance on loan servicing, and ensuring customer satisfaction.
Key Responsibilities- Provide outstanding customer support to borrowers via phone and email, addressing inquiries on loan servicing, payment processing, credit reporting, and hardship options.
- Ensure all interactions promote customer satisfaction, effectiveness, proficiency, and quality.
- Act with confidence in answering customer questions, finding solutions to customer issues, and exercising sound judgment in decision-making.
- Exceed key performance indicators measuring personal productivity, quality, and service level.
- 1+ year of experience in customer service or a customer-facing role.
- Ability to communicate with empathy and possess great communication skills.
- Detail-oriented, self-motivated, and able to make independent decisions with good judgment.
- Strong problem-solving skills, a detective mindset, and a curious nature.
- BA/BS degree or equivalent work experience.
- Competitive compensation package (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 Network, Inc. is a leading AI lending platform partnering with banks and credit unions to expand access to affordable credit. We are committed to enabling access to effortless credit based on true risk and are dedicated to embracing diversity and inclusion in our hiring practices.
