Senior Borrower Success Associate

🔥 18 hours ago

🇺🇸 United States – Remote

💵 $23 - $31 / hour

⏰ Full Time

🟠 Senior

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

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

• Resolve complex borrower inquiries across email, chat, phone, and other channels, including fees, refunds, accounts, and loan servicing • Investigate borrower concerns using systems, policies, and resources to provide accurate and efficient resolutions • Take ownership of cases through resolution and escalate to partner teams when appropriate • Contribute to First Response Time, Borrower Satisfaction, First Contact Resolution, productivity, quality, and accuracy goals • Identify recurring borrower pain points, knowledge gaps, and process inefficiencies • Share insights to improve support resources and servicing processes • Use approved Generative AI tools to organize information, research cases, and draft or refine communications while validating outputs • Support borrowers as part of Upstart’s Borrower Success team

🎯 Requirements

• Experience providing customer support or resolving customer inquiries in a professional, volunteer, educational, or comparable environment • Experience communicating with customers or other external audiences through at least one written or verbal support channel • Experience researching information across multiple resources or systems to resolve questions or issues • Experience accurately documenting customer interactions, cases, transactions, or other detailed information • Experience in customer service, contact center, borrower servicing, banking, lending, or another high-volume support environment preferred • Ability to communicate complex or sensitive information clearly across email, chat, and phone preferred • Familiarity with case-management, customer relationship management, chat, phone, or knowledge-management tools preferred • Ability to balance efficiency and accuracy while managing multiple priorities in a changing environment preferred • Familiarity with Generative AI tools and ability to review and validate AI-generated information preferred • BA/BS degree, associate degree, or equivalent work experience preferred • Ability to support evening coverage for a team operating until 9:00 p.m. Eastern Time

🏖️ Benefits

• Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly • Retirement benefits including a 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) • Comprehensive health coverage including 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 • Family-centered fertility, parenthood, and caregiving benefits • Employee Assistance Program with 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 • Onsite perks including catered lunches and fully stocked micro-kitchens at offices