Senior Borrower Success Associate

The Team:

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.

How you’ll make an impact

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

Minimum Qualifications

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

Preferred Qualifications

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

Position location: Remote

Time zone requirements This role supports evening coverage for a team that operates until 9:00 p.m. Eastern Time.

Travel requirements As a digital first company, the majority of your work can be accomplished remotely. The majority of our employees can live and work anywhere in the U.S but are encouraged to to still spend high quality time in-person collaborating via regular onsites. The in-person sessions’ cadence varies depending on the team and role; most teams meet once or twice per quarter for 2-4 consecutive days at a time.

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This is a Non-Exempt position. Employees in this position are paid an hourly pay rate, on a bi-weekly basis, and are eligible to receive overtime pay for any hours worked over 40 in a work week, or over 8 in a work day if required by state law.

At Upstart, your base pay is one part of your total compensation package. The anticipated annualized base salary for this position is expected to be within the below range. Your actual base pay will depend on your geographic location–with our “digital first” philosophy, Upstart uses compensation regions that vary depending on location. Individual pay is also determined by job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

In addition, Upstart provides employees with target bonuses, equity compensation, and generous benefits packages (including medical, dental, vision, and 401k).

United States | Remote - Anticipated Hourly Rate Range

$23.41—$31.20 USD