Senior Complaints Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $104.8k - $145k / year

⏰ Full Time

🟠 Senior

👔 Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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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 and develop complaints operations managers, team leads, and associates • Establish expectations, accountability, and a culture of continuous improvement • Oversee end-to-end complaint operations across consumer lending products • Ensure timely, accurate, and compliant resolution of customer and regulatory complaints • Improve complaint workflows, team structure, reporting, and workforce capacity • Partner with Compliance, Product, Risk & Controls, and Operations leaders • Strengthen complaint handling practices, regulatory readiness, and customer remediation processes • Analyze complaint trends, root causes, and operational performance • Deliver insights for product, process, and customer experience improvements • Develop performance reporting and controls covering complaint volumes, resolution timelines, emerging risks, and improvement opportunities

🎯 Requirements

• 6+ years of experience in consumer lending, banking operations, or financial services, including direct responsibility for consumer complaint management • 3+ years of experience directly managing people within complaints operations or a related regulated financial services function • Experience overseeing investigation, resolution, and remediation of consumer complaints, including complaints escalated through regulatory agencies • Experience applying consumer financial protection regulations and regulatory complaint response requirements in banking or consumer lending • Experience managing complaint operations performance through service-level metrics, workforce capacity planning, and operational reporting • Preferred: experience managing complaints in a traditional banking environment, particularly mortgage, auto, or other secured lending products • Preferred: knowledge of CFPB, OCC, and other external complaint channels • Ability to implement scalable workflows, controls, and reporting processes • Skills in complaint data, trend analysis, and root cause analysis • Ability to coach and develop team leaders, navigate organizational change, and apply AI tools with appropriate oversight • Team operates on East Coast time zones

🏖️ 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 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 tools and resources • Team events, all-company updates, and employee resource groups • Catered lunches and fully stocked micro-kitchens at offices