Operations Manager – Disputes

November 12

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Upstart

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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

• Lead and manage the day-to-day operations of the Disputes team, supporting a group of 10 specialists. • Act as the primary escalation point for complex or sensitive disputes, ensuring timely and compliant resolution. • Oversee and streamline workflows for credit disputes to meet internal and regulatory SLAs. • Implement process improvements to increase operational efficiency and accuracy. Partner with the product team to create automation where possible. • Collaborate cross-functionally with Compliance, Legal, Credit Reporting, and Customer Operations teams to align on policies and escalations. • Monitor Quality assurance metrics and provide coaching, feedback, and professional development to team members to foster growth and engagement. • Track and analyze dispute trends to identify root causes, mitigate risks, and inform process or policy updates. • Ensure adherence to Fair Credit Reporting Act (FCRA).

🎯 Requirements

• Bachelor’s degree in Business, Finance, Operations Management, or a related field, or equivalent practical experience. • 4+ years of experience in operations, credit disputes, or consumer lending environments. • Minimum of 4 years experience in an operations management role, including at least 2 years focused exclusively managing and leading a dispute and fraud operations team. • Strong understanding of FCRA, SCRA, and identity theft claim handling requirements. • Proven track record of meeting SLAs and driving performance through metrics and process improvement. • Demonstrated success in revamping and leading a fraud or identity theft investigations team, including implementation of process improvements that resulted in measurable gains in efficiency and risk reduction. • Extensive experience with various identity theft typologies (e.g., synthetic ID, account takeover, new account fraud). • Strong understanding of Metro 2 Reporting Standards. • Expertise in fraud claim validation best practices.

🏖️ 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