**Sr. Customer Service - Complaints Specialist**

at Upstart Columbus, OH By leveraging Upstart's AI platform, Upstart-powered banks and credit unions can have higher approval rates and lower loss rates, while simultaneously delivering the exceptional digital-first lending experience their customers demand. Upstart's patent-pending platform is the first to receive a no-action letter from the Consumer Financial Protection Bureau related to fair lending. Upstart not only supports a large remote workforce, but also has offices in San Mateo, CA; Columbus, OH; and Austin, TX. As a **Senior Customer Service** - **Complaints Specialist**, you are responsible for ensuring that Upstart Operations team provides high quality customer experience, comply with all federal and state regulations, and adhere to Upstarts policies and procedures. You will be an escalation point for customer complaints, perform in-depth investigations, analyze trends and report to senior leadership, and provide feedback and recommendations to management as needed. **About Upstart**

Upstart is a leading AI lending platform partnering with banks and credit unions to expand access to affordable credit. As we transitioned to being a public company, were now poised to leverage our domain expertise and revolutionize every aspect of lending and credit risk evaluation. Weve recently expanded our offerings to include automobile refinancing and we plan to take on more verticals as the business grows.

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, wed love to hear from you!

**The Team**

The Servicing Complaints Team is responsible for handling complaints received directly from borrowers or via a regulator or outside agency, such as the BBB. The team ensures that Upstart provides a high level of customer service and handles borrower concerns quickly and accurately.

**How youll make an impact:**

* Perform investigations, provide responses, and assist with resolving complaints;

* Collect, compile, analyze, summarize, and present complaints metrics to surface trends and potential areas of improvement;

* Evaluate and track customer feedback and/or product gaps by completing complaints through effective and established complaint handling processes;

* Serve as an escalation point and subject matter expert for complaint inquiries;

* Conduct training, nesting and mentoring to new complaints team members;

* Work cross functionally with leads across teams to ensure our complaint program data is shared and utilized to reduce error gaps and implement process improvements.

**What were looking for:**

* **Minimum Requirements:**

At least 2 years experience handling customer complaints and escalations

Able to understand and apply policies, procedures, and regulations to operations teams day-to-day work, assess legal/compliance risks, and identify necessary changes to mitigate risks

Able to meticulously perform investigations, assess root cause of complaints, and drive resolution to completion

Demonstrate strong listening skills and professionalism when speaking with irate customers, and able to quickly identify suitable solutions

Strong verbal and written skills with the ability to present info in a clear and concise manner

Demonstrate ability to work independently and meet deadlines with limited supervision, and balance working fast with a high degree of accuracy and detail

Demonstrate a strong sense of discretion, professionalism, and ownership

Knowledge of some or all applicable regulations FCRA, TILA, FDCPA, ECOA, UDAAP, EFTA, BSA/AML, OFAC, GLBA

* **Preferred Qualifications:**

Prior experience in banking, lending, or at a FinTech highly preferred

Experience working in a startup environment.

**What youll love:**

* Competitive Compensation (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 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.

Location (City) * **Voluntary Self-Identification**

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Upstarts Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Gender Please identify your race If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Veteran Status Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

**Voluntary Self-Identification of Disability**

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the