Senior Complaints Specialist

Upstart•Columbus, OH

20d•$25 - $25•Remote

About The Position

At Upstart, we’re united by a mission that matters: to radically reduce the cost and complexity of borrowing for all Americans. Every day, we bring creativity, experimentation, and advanced AI to reshape access to credit, helping millions move forward financially with clarity and confidence. As the leading AI lending marketplace, we partner with banks and credit unions to expand access to affordable credit through technology that’s both radically intelligent and deeply human. Our platform runs over one million predictions per borrower using more than 1,800 signals, powering smarter, fairer decisions for millions of customers. But the numbers only hint at the impact. Every idea, every voice, and every contribution moves us closer to a world where credit never stands between people and their financial progress. We’re proudly digital-first, giving most Upstarters the flexibility to do their best work from wherever they thrive, alongside teammates across 80+ cities in the US and Canada. Digital-first doesn’t mean distant. We’re intentional about in-person connection through team onsites, planning sessions, and moments that spark creativity and trust. And whether you choose to work primarily from home or collaborate in-person from one of our offices in Columbus, Austin, the Bay Area, or New York City (opening Summer 2026), you’ll have the support to work in the way that works best for you. If you’re energized by tackling meaningful problems, excited to innovate with purpose, and motivated by work that truly matters, we’d love to hear from you. The Team: As the Senior Complaints Specialist at Upstart, you will be responsible for ensuring that Upstart provides high quality customer experience, complies with all federal and state regulations, and adheres to Upstart’s 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

Requirements

2 years of experience investigating customer complaints and responding in written form
Strong attention to detail and ability to multitask
Exceptional written communication skills
Ability to quickly learn and adapt to new technology systems and processes

Nice To Haves

Knowledge of regulations including, but not limited to: FCRA, UDAAP, FDCPA, ECOA
Previous experience conducting investigations and/or handling complaints related to Identity Theft, Fraud, Auto Loans, Bankruptcy, Home Lending ( e.g., HELOC, etc.) and Credit Disputes
Bachelor’s degree preferred
Experience with LLMs ( e.g., ChatGPT, Gemini, etc.)
6+ months of proven success working with cross-functional teams to resolve complaints
1+ years of experience in a highly regulated industry, preferably financial services

Responsibilities

Quickly and accurately review complaints to identify root cause, determine appropriate resolution, craft and deliver a response to the complainant and remediate any potential customer harm (as necessary)
Manage a pipeline of complaint cases and determine the appropriate partners to collaborate with to resolve the customer’s complaint
Remain up to date on organizational policies and processes to ensure timely responses can be provide

Benefits

Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly
Generous 401(k) plan with Upstart matching $2 for every $1 contributed, up to $15,000 per year
Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees
Affordable medical, dental, and vision coverage, with multiple plan options - Upstart covers 90% to 100% of the cost depending on the plans you choose
Health Savings Account contributions from Upstart for eligible plans
Income protection benefits, including company-paid Basic Life, AD&D, and Short- and Long-Term Disability coverage, with options to purchase supplemental coverage
Paid time off, sick and safe time, and company holidays
Paid family and parental leave to support caregiving and major life moments
Family-centered benefits through Carrot and Cleo, supporting fertility, parenthood, and caregiving
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
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 and onsites, all-company updates, and employee resource groups (ERGs)
Onsite perks, including catered lunches and fully stocked micro-kitchens when working from one of our four offices, located in the Bay Area, Austin, Columbus, and New York City (opening Summer 2026!).