Customer Experience Specialist, Home Lending

Upstart•Columbus, OH

1d•Hybrid

About The Position

The Home Lending Operations team at Upstart is building a borrower experience that is clear, accessible, and human—from the very first interaction through to loan funding. While most of the loan lifecycle is handled by pod-based specialists, the Customer Experience (CX) team plays a pivotal role in guiding potential borrowers and early-stage applicants through the process. This team is instrumental in reducing reliance on traditional call centers by providing proactive, personalized support via phone, email, and chat. As a Customer Experience Specialist, you’ll be the first point of contact for individuals exploring or applying for a home lending product. You’ll answer questions, resolve concerns, and ensure early-stage interactions reflect Upstart’s mission of delivering an effortless credit experience. You’ll also handle escalations from across the operation, requiring empathy, professionalism, and sound judgment.

Requirements

1–2 years of experience in customer service, call center, or borrower support.
Reside within 60 miles of Columbus, OH, and able to work from the office at least two days per week.
Outstanding communication and interpersonal skills, including the ability to explain complex information clearly and professionally.
Proven ability to handle sensitive or escalated customer conversations with empathy and professionalism.
Comfortable navigating multiple systems and tools simultaneously (e.g., Salesforce, Vesta, telephony and chat platforms).
Ability to work standard hours (9 AM – 5:30 PM EST) and occasional weekends as business needs evolve.

Nice To Haves

Ideally relevant call center / customer service experience has occurred within a financial services or fintech environment.
Experience in mortgage, home equity, or consumer lending operations.
Familiarity with front-line customer support tools and knowledge management platforms.
Experience in early-stage applicant engagement or lead nurturing.
Comfort working in high-growth, change-oriented environments where feedback loops are fast and frequent.

Responsibilities

Answer inbound calls from prospective borrowers and applicants whose files have not yet been assigned to a processing pod, guiding them through next steps and answering product questions.
Respond to inbound email inquiries and manage real-time chat support (in future-state implementation), providing accurate, helpful, and timely information.
Take ownership of escalation calls from applicants requesting a supervisor, resolving concerns professionally while adhering to compliance and policy guidelines.
Support funnel conversion by proactively identifying and addressing common applicant questions or pain points.
Maintain accurate notes of all borrower interactions in tools such as Salesforce and Vesta to ensure visibility and alignment across teams.
Identify opportunities to improve CX processes, documentation, or messaging based on recurring feedback or support trends.
Collaborate with Pods, Training, and Quality teams to ensure consistency across all borrower touchpoints.

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!)