Licensed Processor

About Upstart

Upstart is a 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 two-thirds of Upstart loans are approved instantly and are fully automated.

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

Our Mortgage Operations team is the newest division at Upstart. For launch, we’re looking to start with a HELOC product across several states. Over the next 18 months we’re looking to rapidly expand the product across all 50 states. Over time, we will also add additional products, including additional equity and 1st mortgage products. The team will be small to start, so we’re looking for individuals with a start up mentality, willing to go above and beyond their job descriptions to help our customers and ultimately put Upstart Mortgage at the top of the list for best places to get a Home Loan.  

We're seeking Licensed Loan Processors to join us on the ground level to help build out our mortgage team. Our Licensed Loan Processors will be an integral part of our Ops organization, working directly with our mortgage loan applicants. The role requires excellent communication skills, strong analytical and problem-solving abilities, a passion for high-quality customer service and the applicant must already hold an NMLS License for Mortgage Originations.

 

Position Location - This role is available in the following locations: Columbus, Ohio (must be within a 60 mile radius). This position is primarily remote with on-site requirements at the Columbus, OH office.

Time Zone Requirements - This team operates on the East Coast time zone.

Travel Requirements -  As a digital first company, the majority of your work can be accomplished remotely. While the majority of your work can be done remotely this team has regular on-site collaboration sessions at the Columbus, OH office. You will be expected to go into office upon leaderships request.

 

How you’ll make an impact:

• As a Licensed Loan Processor you will assist Customers with navigating the mortgage HELOC process by helping them understand the loan products we offer as well as talking them through their pricing options. 
• Deliver an outstanding customer experience by representing Upstart when working with potential borrowers as part of the verification process. 
• Serve as a resource for customer issues, complaints, application information verification, and other complex tasks.
• Identify possible areas of process and workflow improvements, contribute to the development and implementation of solutions.
• Responsibilities will include outbound (warm) calls; inbound phone support, and email communications. 
• Act as a utility player, supporting both pre- and post-origination efforts.

 

What we’re looking for: 

• Minimum qualifications:
  • Must already hold an active NMLS License.
  • Must have at minimum 6  months  experience in a customer contact operations role. 
  • 3 - 5 years’ experience in consumer lending, mortgage or equivalent financial services experience.
  • Demonstrated ability handling difficult or complex customer communications  verbally and in writing, with the ability to generate succinct timelines and escalation details. 
  • Experience with reviewing various tax forms and schedules, financial statements, credit report details, and general lending concepts.
  • Demonstrated knowledge of laws and regulations associated with mortgage.
  • High School Diploma or GED.
• Preferred qualifications:
  • Familiarity with Fraud and BSA/AML practices and procedures. 
  • Ability to think critically and propose creative solutions as well as flag inconsistencies in documentation.
  • Passion for delivering a great customer experience.
  • Demonstrates patience alongside efficiency; can triage and prioritize questions or issues, take ownership, and drive problems to resolution. 
  • Very strong attention to det