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
Upstart’s Borrower Success team isfocused on servicing and assisting Borrowers with their inquiries and supporting them to be successful in their credit journey. Our frontline team is in contact with over 40,000 borrowers a month and in charge of providing exceptional customer experiences. As a Borrower Success Associate Operations Manager at Upstart, you will be responsible for driving the execution of a best-in class customer experience for our borrowers, on behalf of our investors and bank partners.
You will partner with various leaders and teams across the organization such as Compliance, Learning and Development, and Quality Assurance. This is a great opportunity for candidates who are interested in working in a fast-paced environment, want to make a big impact, and win as a team to scale a growing business.
Position Location -
This role is available in the following locations: Remote
Time Zone Requirements -
This team operates on the East/West Coast time zones.
Travel Requirements -
As a digital first company, the majority of your work can be accomplished remotely. The majority of our employees can live and work anywhere in the U.S but are encouraged to to still spend high quality time in-person collaborating via regular onsites. The in-person sessions’ cadence varies depending on the team and role; most teams meet once or twice per quarter for 2-4 consecutive days at a time.
How you’ll make an impact:
- Help lead our Loan Servicing Customer Experience Teams responsible for supporting our borrowers, investors, and bank partners. Work with team leaders to institute operational structure, and provide oversight, ensuring workflow efficiency and effectiveness, adherence to Upstart policies and regulatory guidelines, and high-quality customer experiences.
- Establish and foster a culture centered around coaching and mentoring to ensure performance and support career growth at all levels. Coach front-line associates in order to drive performance in all key contact center metrics.
- Promote and deliver a strong customer-focused culture of support and accountability among all team members. Establish policies, procedures, and performance metrics that drive performance to exceed organization goals.
- Review and analyze loan servicing and customer experience metrics to identify opportunities, create solutions, anticipate roadblocks, and implement changes.
- Adeptly shift priorities as business and customer needs change. Ensure SLAs are being met and quality assurance controls are operating correctly.
- Manage and resolve internal and external escalations with utmost care and discretion.
- Stay up-to-date with regulatory and economic trends relevant to loan servicing, and implement process and/or system changes accordingly to ensure all team members comply with regulations as well as company policy and procedure requirements. Partner closely with the Compliance and Learning and Development teams.
What we’re looking for:
- Minimum qualifications:
- 2+ years of experience in an operations role focused on customer success at a financial institution.
- 1 year experience as a people manager leading an operations team at a financial institution.
- Has experience and a deep understanding of how to apply policies, processes, and procedures to the operations team’s day-to-day work and identify necessary changes to help align with the department’s vision and voice.
- Demonstrate ability to work independently and meet deadlines with limited supervision, and balance working fast with a high degree of accuracy and detail.
- Strong communicator experienced in cross-functional collaboration within team environments, adept at representing operational processes and procedures to team members and leaders.
- Preferred qualifications:
- 4+ years of experience in an operations role focused on customer success at a financial institution.
- Direct knowledge of MPL (Marketplace Loan) industry.
- Knowledge of and experience working with consumer lending products and in the fintech landscape.
- Experience with capital markets transactions, especially structured finance.
- Strong knowledge of key financial services regulatory requirements such as UDAAP, TILA, GLBA, TCPA, SCRA, etc.
- BA/BS degree in business, finance, economics, or other analytical areas of study.
What you'll love:
- Competitive Compensation (base + bonus & equity)
- Comprehensive medical, dental, and vision coverage with Health Savings Account contributions from Upstart
- 401(k) with 100% company match up to $4,500 and immediate vesting and after-tax savings
- Employee Stock Purchase Plan (ESPP)
- Life and disability insurance
- Generous holiday, vacation, sick and safety leave
- Supportive parental, family care, and military leave programs
- Annual wellness, technology & ergonomic reimbursement programs
- Social activities including team events and onsites, all-company updates, employee resource groups (ERGs), and other interest groups such as book clubs, fitness, investing, and volunteering
- Catered lunches + snacks & drinks when working in offices
#LI-REMOTE#LI-Associate This is a Non-Exempt position. Employees in this position are paid an hourly pay rate, on a bi-weekly basis, and are eligible to receive overtime pay for any hours worked over 40 in a work week, or over 8 in a work day if required by state law. At Upstart, your base pay is one part of your total compensation package. The anticipated annualized base salary for this position is expected to be within the below range. Your actual base pay will depend on your geographic location–with our “digital first” philosophy, Upstart uses compensation regions that vary depending on location.
Individual pay is also determined by job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.In addition, Upstart provides employees with target bonuses, equity compensation, and generous benefits packages (including medical, dental, vision, and 401k). United States | Remote - Anticipated Annualized Base Salary Range$57,100—$79,000 USDUpstart is a proud Equal Opportunity Employer.
We are dedicated to ensuring that underrepresented classes receive better access to affordable credit, and are just as committed to embracing diversity and inclusion in our hiring practices. We celebrate all cultures, backgrounds, perspectives, and experiences, and know that we can only become better together. If you require reasonable accommodation in completing an application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please email candidate_accommodations@upstart.comhttps://www.upstart.com/candidate_privacy_policy
