Senior Borrower Success Associate

Upstart

11d•$23 - $31•Remote

About The Position

Upstart's Borrower Success team helps borrowers navigate questions and issues throughout their experience with Upstart. The team resolves a wide range of servicing needs while balancing accuracy, efficiency, and a thoughtful borrower experience across multiple support channels. As a Borrower Success Associate, you will resolve complex borrower inquiries primarily through email, while also supporting borrowers through chat and phone. You’ll investigate issues, apply established policies and resources, and take ownership of cases through resolution while contributing insights that help the team improve how we support borrowers.

Requirements

Experience providing customer support or resolving customer inquiries in a professional, volunteer, educational, or comparable environment
Experience communicating with customers or other external audiences through at least one written or verbal support channel
Experience researching information across multiple resources or systems to resolve questions or issues
Experience accurately documenting customer interactions, cases, transactions, or other detailed information

Nice To Haves

Experience in customer service, a contact center, borrower servicing, banking, lending, or another high-volume support environment
Ability to communicate complex or sensitive information clearly and thoughtfully across email, chat, and phone
Familiarity with case-management, customer relationship management, chat, phone, or knowledge-management tools
Ability to balance efficiency and accuracy while managing multiple priorities in a changing environment
Familiarity with Generative AI tools and the ability to review and validate AI-generated information before using it
BA/BS degree, associate degree, or equivalent work experience. Recent graduates or candidates with equivalent practical experience are encouraged to apply

Responsibilities

Resolve complex borrower inquiries across email, chat, phone, or other channels, including questions related to fees, refunds, accounts, and loan servicing
Investigate borrower concerns using available systems, policies, and resources to provide accurate and efficient resolutions
Take ownership of cases through resolution, recognizing when additional guidance or escalation to a partner team is appropriate
Contribute to First Response Time, Borrower Satisfaction, First Contact Resolution, and team productivity while maintaining quality and accuracy
Identify recurring borrower pain points, knowledge gaps, and process inefficiencies and share insights that can improve resources and servicing processes
Use approved Generative AI tools to organize information, support case research, and draft or refine communications while validating outputs against approved sources and borrower-specific information

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