Associate Compliance Manager, Complaints

Upstart

8d•$115,800 - $160,100•Remote

About The Position

Upstart's Compliance team partners across the company to build and maintain a strong compliance management system that supports responsible innovation and protects customers. The Complaints Oversight function serves as the second line of defense, providing independent oversight of complaint management practices, monitoring regulatory compliance, and identifying emerging risks that inform business decisions and program improvements. As the Associate Compliance Manager - Complaints, you will help strengthen and mature Upstart's complaints oversight program. You'll partner closely with Legal, Risk, Operations, Third Party Risk Management and other cross-functional stakeholders to evaluate complaint trends, monitor compliance with consumer banking regulations, and help ensure customer issues are identified, escalated, and resolved appropriately.

Requirements

Bachelor's degree in Accounting, Business, Finance, Risk Management, Law, or a related field (or equivalent practical experience).
5+ years of experience supporting second line compliance, complaints oversight, or compliance risk management within the banking or financial services industry.
Certified Regulatory Compliance Manager (CRCM) certification from the American Bankers Association.
Experienced in providing explanations of consumer banking products and governing compliance requirements in simple terms for a variety of audiences.
Experience evaluating complaint trends, conducting compliance monitoring, and communicating regulatory risk assessments to business stakeholders.

Nice To Haves

Knowledge of third-party risk oversight and vendor compliance programs.
Ability to translate complaint data and emerging risk trends into actionable recommendations for senior leadership.
Experience designing or maturing compliance monitoring, reporting, or governance programs.
Skills in using analytics or AI-enabled tools to identify emerging complaint themes, summarize large data sets, and improve risk reporting.

Responsibilities

Partner with Operations, Legal, and Risk teams to provide second line compliance oversight and guidance for customer complaint management activities.
Monitor complaint program execution against established policies, procedures, and regulatory requirements, identifying opportunities to reduce customer harm and compliance risk.
Analyze complaint data, trends, and emerging risk indicators to identify systemic issues and recommend corrective actions or customer remediation where appropriate.
Develop monitoring routines, reporting, and governance processes that strengthen the maturity and independence of the complaints oversight program.
Provide risk-based guidance on complex regulatory questions involving consumer lending and deposit products while helping stakeholders understand regulatory expectations and business impacts.
Support the evolution of the complaints compliance program by documenting future-state requirements, improving reporting capabilities, and contributing to long-term program enhancements.
Balance tactical knowledge with proven leadership and communication skills to guide conversations amongst stakeholders with differening viewpoints
Drive proposals and conclusions using data and trends to support thoughtful conclusions and influence change.

Benefits

Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly
Retirement benefits to help you plan for the future, including a 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually (USD in the US, CAD in Canada)
Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees (US only)
Comprehensive health coverage designed to support you and your family, including medical, dental, vision, and wellness resources for US and supplemental health coverage for Canada.
Health Savings Account contributions from Upstart for eligible plans (US only)
Income protection benefits, including life insurance and disability coverage for added financial security
Paid time off, sick leave, and company holidays, in line with local requirements
Paid family and parental leave to support caregiving and major life moments (duration varies by country)
Family-centered benefits to support fertility, parenthood, and caregiving needs
Employee Assistance Program (EAP) offering mental health support and life-centered resources
Financial wellness resources, including access to financial planning tools and a financial concierge service (US Only)
Annual wellness allowance to support your physical and emotional well-being and personal development, based on what matters most to you
Annual productivity allowance to invest in relevant tools and resources you need to do your best work, no matter where you work from
Connection and community through team events, all-company updates, and employee resource groups (ERGs)
Onsite perks, including catered lunches and fully stocked micro-kitchens when working from one of our offices in the Bay Area, Austin, Columbus, and New York City (opening Summer 2026!)