Senior Customer Contact Specialist

About Upstart

Upstart is the leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. By leveraging Upstart's AI marketplace, Upstart-powered banks and credit unions can have higher approval rates and lower loss rates across races, ages, and genders, while simultaneously delivering the exceptional digital-first lending experience their customers demand. More than 80% of borrowers are approved instantly, with zero documentation to upload.

Upstart is a digital-first company, which means that most Upstarters live and work anywhere in the United States. However, we also have offices in San Mateo, California; Columbus, Ohio; and Austin, Texas.

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, we’d love to hear from you!

The Team

As a Senior Customer Contact Specialist at Upstart, you will be a part of a team of multi-skilled specialists that will be able to respond to borrower inquiries via phone, email and other modalities of communication as our capabilities expand.  

You will answer a wide range of inquiries from regulatory requests and general inquiries, up to more complex application related questions but your primary focus will be handling escalation inquiries to resolutions that come from our frontline service team(s).

Schedule - This role adheres to one of the two schedule times (9-5:30 OR 11:30-8pm ET) and requires the individual to work one or both weekend days.

Position Location - This role is available in the following locations: Columbus, OH. This team is required to go into the Columbus, OH office on a hybrid basis.

Time Zone Requirements - This team operates on the East/West Coast time zones. 

Travel Requirements - This team has regular on-site collaboration sessions and requires this individual to be based in Columbus, OH. The in-person sessions’ cadence varies depending on the team and role.

 

How you’ll make an impact:

• Act as elevated level of escalation for Upstart’s customers pre-origination primarily on the phone.
• Assess complex situations, considering regulations and compliance expectations to determine if/when complaints should be filed.
• Act as a subject matter expert by answering questions from our vendor support teams via slack.
• This position may also contribute to developing scripting and email templates as processes and procedures change.
• Ensure all escalations are researched and responded to within established SLAs.
• Based on incoming volumes and launching of new systems, this role must also be able to respond to incoming emails and phone calls.
• This role requires a subject matter expert with the ability to quickly pivot between different contact channels. As strategy and expectations change future scope could include tier one escalations support and live chatbot work.

 

What we’re looking for: 

• Minimum qualifications:
  • 1+ years of experience in customer service, phone support, loan processing or similar at a Fintech or Financial Institution.
  • 1+ years of experience handling complex or escalated customer inquiries.
  • Demonstrated expertise in time management, effectively prioritizing and balancing competing tasks to meet tight deadlines.
  • Passion for delivering a great customer experience.
  • Ability to interpret written policy and procedures and apply to the present situation.
  • Strong written and verbal communication skills and the ability to address applicants in an objective yet empathetic manner.
  • Impeccable judgment and acute attention to detail; ability to identify/anticipate  customers’ needs and clarify information.
  • Proven track record of excelling in a metric based environment.
• Preferred qualifications:
  • Financial services industry experience.
  • Exemplary written and verbal communication skills.
  • Proven ability to de-escalate customer interactions.
  • Ability to communicate complex topics and processes in a clear yet concise manner.
  • Subject matter expertise of loan processing procedures and fielding to regulatory inquiries.
  • Previous experience providing service for multiple product lines.
  • BA/ BS degree, Associates degree, or equivalent work experience.

 

What you'll love: 

• Compe