Senior Complaints Specialist

Upstart

15h•$48,693 - $64,896•Remote

About The Position

Upstart’s Complaints team investigates and resolves customer complaints across its lending products, helping protect customers and the business from regulatory and operational risk. The team works closely with Operations, Legal, Compliance, and Risk to deliver timely, accurate resolutions and identify ways to improve the customer experience. The Senior Complaints Specialist investigates and resolves escalated and regulated customer complaints, applying regulatory knowledge and sound judgment to determine appropriate outcomes. The role also involves identifying recurring issues and trends, and helping improve the processes and controls that shape the customer experience. This is a remote role. The team operates across East and West Coast time zones, and employees are encouraged to participate in periodic in-person team onsites.

Requirements

At least 1 year of experience handling regulatory escalated customer complaints within a financial institution, lending organization, or other regulated financial services environment, such as complaints involving the CFPB, BBB, or a State Attorney General.
Experience conducting complaint investigations, documenting findings, identifying root causes, and determining or recommending customer resolutions.
Experience applying consumer financial regulations or requirements to complaint investigations and customer outcomes.
Knowledge of consumer financial regulations such as FCRA, UDAAP, FDCPA, and ECOA.

Nice To Haves

Certified Regulatory Compliance Manager (CRCM) certification.
Experience supporting auto lending or Home Equity Line of Credit (HELOC) products.
Ability to analyze complaint data and trends to identify recurring issues and recommend operational or customer experience improvements.
Ability to partner effectively across Operations, Legal, Compliance, Risk, and Product when resolving complex customer issues.

Responsibilities

Manage a queue of customer complaints and complete accurate investigations and resolutions within established productivity, quality, and regulatory timelines.
Investigate sensitive, escalated, and regulated complaints; identify root causes and potential customer harm; and determine appropriate remediation.
Apply relevant consumer protection requirements, including FCRA, UDAAP, FDCPA, and ECOA, when evaluating complaints and potential regulatory concerns.
Write clear and accurate complaint responses and maintain documentation supporting complaint decisions and outcomes.
Analyze complaint trends and recurring issues, identify root causes, and recommend improvements to reduce repeat complaints and customer harm.
Partner with Operations, Legal, Compliance, Risk, and other teams to strengthen complaint processes, customer experiences, and risk controls.

Benefits

Competitive compensation, bonus opportunities, and annual equity grants that vest quarterly.
401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually.
Employee Stock Purchase Plan with discounted stock purchase options for eligible US employees.
Medical, dental, vision, and wellness resources in the US; supplemental health coverage in Canada.
Health Savings Account contributions for eligible US plans.
Life insurance and disability coverage.
Paid time off, sick leave, and company holidays in line with local requirements.
Paid family and parental leave.
Family-centered benefits supporting fertility, parenthood, and caregiving.
Employee Assistance Program with mental health support and life-centered resources.
Financial wellness resources, including financial planning tools and a financial concierge service in the US.
Annual wellness allowance supporting physical and emotional well-being and personal development.
Annual productivity allowance for relevant work tools and resources.
Team events, all-company updates, and employee resource groups.
Catered lunches and stocked micro-kitchens at the Bay Area, Austin, Columbus, and New York City offices.