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Bilingual Customer Support Specialist

2 months ago

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

Position: Bilingual Customer Experience Associate - Spanish

At Upstart, we are transforming the lending landscape through our innovative AI platform. Our partners, including banks and credit unions, benefit from enhanced approval rates and reduced loss rates, all while providing a seamless digital-first lending experience to their customers. Our platform has received recognition for its commitment to fair lending practices.

About Upstart

As a pioneering AI lending platform, Upstart collaborates with financial institutions to broaden access to affordable credit. With our recent transition to a public company, we are positioned to leverage our expertise and innovate across all facets of lending and credit risk assessment. Our services have recently expanded to include automobile refinancing, with plans for further growth.

We are driven by our mission to facilitate effortless credit access based on true risk assessment. If you share our passion for making a meaningful impact, we encourage you to explore this opportunity.

The Team

Our Operations team is rapidly expanding, and we are looking for Customer Experience Associates to enhance our service delivery. As a vital part of our Customer Experience team, you will engage directly with our clients through various communication channels. This role demands exceptional communication skills, strong analytical abilities, and a commitment to delivering high-quality customer service.

Training and Development

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

Compensation and Benefits

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

Work Schedule

The Customer Experience team operates six days a week, with two available shifts:

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

Key Responsibilities

In this role, you will:

  • Provide exceptional support to our clients regarding their loan servicing inquiries, including payment processing, credit reporting, and hardship options.
  • 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, consumer lending, or a related field.
  • Bilingual proficiency in Spanish and English in a professional context.
  • A genuine passion for providing excellent customer experiences.
  • Strong communication skills with an empathetic approach.
  • Detail-oriented, self-motivated, and capable of making independent decisions.
  • Strong problem-solving skills and a curious mindset.
  • BA/BS degree, Associate's degree, or equivalent work experience.

Preferred Qualifications:

  • 1+ year of experience in consumer lending or loan servicing.

What We Offer:

  • Competitive compensation package (base salary, bonuses, and equity).
  • Comprehensive medical, dental, and vision insurance.
  • Personal development opportunities and technology budgets.
  • Life insurance and disability coverage.
  • Engaging clubs and activities, including game nights and book clubs.
  • Generous vacation policy.
  • 401(k) plan 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 workforce. We celebrate a wide range of backgrounds and experiences, believing that our differences make us stronger.