Head of Borrower Success

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $128.1k - $177.3k / year

⏰ Full Time

🔴 Lead

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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

• Lead Borrower Success leaders and international vendor partners supporting borrowers across chat, phone, and email • Own service levels, quality, productivity, compliance, staffing, and cost efficiency • Establish performance management, coaching, and quality frameworks • Use operational data and reporting to identify trends, diagnose root causes, and prioritize improvements • Strengthen operational controls and quality programs to reduce errors and improve compliance • Partner with Product and Engineering to reduce avoidable contacts, simplify customer journeys, expand self-service, and improve support tooling and automation • Collaborate with Analytics, Compliance, and cross-functional partners to improve workflows, operating programs, and the end-to-end borrower experience

🎯 Requirements

• Bachelor’s degree or equivalent practical experience • 4+ years of experience leading customer support, customer experience, servicing, or related operations • Experience managing managers and leading scaled customer operations across multiple channels • Experience managing outsourced vendor operations, including service levels, quality, staffing, compliance, or cost performance • Experience owning operational performance and quality or control programs in a regulated or similarly complex environment • Knowledge of regulatory and compliance requirements within consumer lending, servicing, collections, banking, or another regulated financial services environment • Experience using automation or generative AI to improve customer support workflows, reporting, efficiency, or customer experience • Experience building or scaling quality assurance frameworks, operational systems, or workflow automation • Ability to use operational data to identify root causes and translate findings into measurable improvements • Experience partnering with Product, Engineering, Analytics, and Compliance teams to improve customer-facing tools and workflows

🏖️ 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 for US employees; supplemental health coverage for Canada • 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 • Family-centered fertility, parenthood, and caregiving benefits • Employee Assistance Program 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 work tools and resources • Team events, all-company updates, and employee resource groups • Catered lunches and stocked micro-kitchens at offices