Senior Complaints Specialist

🕒 October 23

🇺🇸 United States – Remote

💵 $23 - $31 / hour

⏰ Full Time

🟠 Senior

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Upstart

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🚘 Automotive

💼 Consulting

🏥 Healthcare

Automotive • Consulting • Healthcare

Upstart is a leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. The company focuses on revolutionizing lending and credit risk evaluation by leveraging its AI marketplace, which allows for higher approval rates and lower loss rates for Upstart-powered banks and credit unions. Recently, Upstart has expanded its offerings to include automobile refinancing. With a mission to enable effortless credit based on true risk, Upstart is also known for its digital-first lending experience and holds a significant position in the financial services sector.

📋 Description

• Manage a queue of customer complaints and complete accurate investigations and resolutions within productivity, quality, and regulatory timelines • Investigate sensitive, escalated, and regulated complaints • Identify root causes and potential customer harm and determine appropriate remediation • Apply consumer protection requirements including FCRA, UDAAP, FDCPA, and ECOA • Produce written complaint responses and maintain supporting documentation • Analyze complaint trends and recurring issues • Recommend improvements to reduce repeat complaints and customer harm • Partner with Operations, Legal, Compliance, Risk, and other teams to strengthen complaint processes, customer experiences, and risk controls

🎯 Requirements

• 1+ years experience handling regulatory escalated customer complaints within a financial institution, lending organization, or other regulated financial services environment • 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 FCRA, UDAAP, FDCPA, and ECOA • East/West coast time zone availability • CRCM certification preferred • Experience supporting auto lending or HELOC products preferred • Ability to analyze complaint data and trends preferred • Ability to partner across Operations, Legal, Compliance, Risk, and Product preferred

🏖️ Benefits

• Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly • 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually • Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees (US only) • Medical, dental, vision, and wellness resources • Health Savings Account contributions for eligible plans (US only) • Life insurance and disability coverage • Paid time off, sick leave, and company holidays • Paid family and parental leave • Fertility, parenthood, and caregiving benefits • Employee Assistance Program (EAP) offering mental health support and life-centered resources • Financial planning tools and financial concierge service (US only) • Annual wellness allowance • Annual productivity allowance for relevant tools and resources • Team events, all-company updates, and employee resource groups (ERGs) • Catered lunches and fully stocked micro-kitchens when working from offices • Flexible remote work • Regular team onsites and in-person collaboration

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