Compliance Manager, Complaints

November 22

Apply Now

Receive Emails with Similar Jobs

Upstart

WebsiteLinkedInAll Job Openings

Upstart is a leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. As we transitioned to being a public company, we’re now poised to leverage our domain expertise and revolutionize every aspect of lending and credit risk evaluation. We’ve recently expanded our offerings to include automobile refinancing and we plan to take on more verticals as the business grows.

1001 - 5000 employees

📋 Description

• Shape the strategic direction of Upstart’s enterprise complaints program by defining a clear vision, building governance routines, and aligning complaint oversight with broader Compliance, Risk, and Operational objectives. • Transform complaint data into actionable risk intelligence by leveraging analytics and automation to identify root causes, uncover systemic issues, and proactively drive improvements in customer experience and regulatory outcomes. • Enhance Upstart’s compliance management system (CMS) through strong program design, continuous control improvement, and partnership with first-line teams to ensure effectiveness as products, partnerships, and regulations evolve. • Lead with influence across functions and levels — collaborating with Product, Legal, Operations, and senior leadership to ensure that complaint trends inform enterprise risk strategy, customer treatment, and regulatory engagement. • Champion innovation and team development by mentoring compliance professionals, implementing process efficiencies.

🎯 Requirements

• 5+ years of experience in compliance, risk management, or operations, including 3+ years in a leadership or program ownership role within financial services or fintech. • Comprehensive knowledge of U.S. consumer financial protection laws and regulations, including UDAAP, ECOA, TILA, FDCPA, FCRA, and Regulations E and Z. • Proven ability to analyze and interpret complaint data to identify risk themes, drive remediation, and improve customer experience. • Strong communication and presentation skills, with experience delivering complex compliance insights to senior leadership and regulators. • Bachelor’s degree in Business, Finance, Law, or a related field. • Master’s degree, J.D., or advanced compliance certification such as CRCM, CAMS, or equivalent preferred. • Experience designing or maturing an enterprise complaints program within a rapidly scaling financial technology or lending environment preferred.

🏖️ Benefits

• Competitive Compensation (base + bonus & equity) • Comprehensive medical, dental, and vision coverage with Health Savings Account contributions from Upstart • 401(k) with 100% company match up to $4,500 and immediate vesting and after-tax savings • Employee Stock Purchase Plan (ESPP) • Life and disability insurance • Generous holiday, vacation, sick and safety leave • Supportive parental, family care, and military leave programs • Annual wellness, technology & ergonomic reimbursement programs • Social activities including team events and onsites, all-company updates, employee resource groups (ERGs), and other interest groups such as book clubs, fitness, investing, and volunteering • Catered lunches + snacks & drinks when working in offices