Senior Borrower Success Associate

🕒 September 4

🇺🇸 United States – Remote

💵 $23 - $31 / hour

⏰ Full Time

🟠 Senior

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

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.

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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

• Resolve complex borrower inquiries across email, chat, phone, or other channels, including fees, refunds, accounts, and loan servicing • Investigate borrower concerns using systems, policies, and resources • Own 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 resources and servicing processes • Use approved Generative AI tools to organize information, research cases, and draft or refine communications • Validate AI outputs against approved sources and borrower-specific information • Support evening coverage for a team operating until 9:00 p.m. Eastern Time

🎯 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 • Ability to communicate complex or sensitive information clearly across email, chat, and phone • Familiarity with case-management, customer relationship management, chat, phone, or knowledge-management tools • Ability to balance efficiency and accuracy while managing multiple priorities • Familiarity with Generative AI tools and ability to review and validate AI-generated information • BA/BS degree, associate degree, or equivalent work experience is 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 • 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 • 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 (EAP) • Financial planning tools and financial concierge service (US only) • Annual wellness allowance • Annual productivity allowance • Team events, all-company updates, and employee resource groups (ERGs) • Catered lunches and stocked micro-kitchens at company offices