Senior Complaints Specialist

The Team:

Upstart’s Complaints team is responsible for investigating and resolving customer complaints across our lending products while helping protect customers and the business from regulatory and operational risk. The team partners closely with Operations, Legal, Compliance, and Risk to deliver timely and accurate resolutions and identify opportunities to improve the customer experience.

As a Senior Complaints Specialist at Upstart, you will investigate and resolve escalated and regulated customer complaints, applying regulatory knowledge and sound judgment to determine appropriate outcomes. You’ll also look beyond individual cases to identify recurring issues, surface trends, and help improve the processes and controls that shape the customer experience.

How you’ll make an impact

Manage a queue of customer complaints, completing 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.

Produce clear, accurate written complaint responses and maintain documentation that supports complaint decisions and outcomes.

Analyze complaint trends and recurring issues to identify root causes and recommend improvements that reduce repeat complaints and customer harm.

Partner with Operations, Legal, Compliance, Risk, and other teams to strengthen complaint processes, customer experiences, and risk controls.

Minimum Qualifications

1+ years experience handling regulatory escalated customer complaints within a financial institution, lending organization, or other regulated financial services environment (Consumer Financial Protection Bureau (CFPB), Better Business Bureau (BBB), State Attorney General, etc.)

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 the Fair Credit Reporting Act (FCRA), Unfair, Deceptive, or Abusive Acts or Practices (UDAAP), Fair Debt Collection Practices Act (FDCPA), and Equal Credit Opportunity Act (ECOA)

Preferred Qualifications

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.

Position location Remote

Time zone requirements The team operates on the East/West coast time zones.

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