Upstart
501-1000 employees
About Upstart
Upstart is a leading AI lending platform that partners with banks to provide personal loans using advanced machine learning models to assess credit risk more accurately than traditional methods. Founded in 2012, the company aims to expand access to affordable credit while reducing the risk and costs for lenders. Upstart's platform leverages non-traditional variables such as education and employment history to improve loan approval rates and lower interest rates for borrowers. The company operates primarily in the consumer lending space and is publicly traded on NASDAQ under the symbol UPST. Upstart's mission is to democratize credit and make borrowing more inclusive and efficient through innovative technology.
4 months ago
Senior Customer Contact Specialist
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Description
- Upstart is a digital-first AI lending marketplace partnering with banks and credit unions to expand access to affordable credit.
- The Senior Customer Contact Specialist supports applicants across multiple channels, handles escalations, and acts as a subject matter expert on products and procedures.
- The role involves responding to inquiries, resolving concerns professionally, and improving customer experience processes.
- The position is available in Columbus, Ohio, with remote work options across the U.S.
- The company offers competitive compensation, comprehensive benefits including health, dental, vision, 401(k), stock plans, paid leave, wellness programs, and team activities.
- The role is non-exempt, paid hourly, with an anticipated rate of $25.48/hour.
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Requirements
- 1–2 years of experience in customer service and/or contact center support within a financial services or fintech environment.
- Outstanding communication and interpersonal skills, including the ability to explain complex information clearly and professionally.
- Proven ability to handle sensitive or escalated customer conversations with empathy and professionalism.
- Comfortable navigating multiple systems and tools simultaneously (e.g., Salesforce, Vesta, telephony and chat platforms).
- Demonstrated expertise in time management, effectively prioritizing and balancing competing tasks to meet tight deadlines.
- Impeccable judgment and acute attention to detail; ability to identify/anticipate customers’ needs and clarify information.
- Proven track record of excelling in a metric based environment.
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Benefits
- Competitive Compensation (base + bonus & equity)
- Comprehensive medical, dental, and vision coverage with Health Savings Account contributions from Upstart
- 401(k) with 100% company match up to $4,500 and immediate vesting and after-tax savings
- Employee Stock Purchase Plan (ESPP)
- Life and disability insurance
- Generous holiday, vacation, sick and safety leave
- Supportive parental, family care, and military leave programs
- Annual wellness, technology & ergonomic reimbursement programs
- Social activities including team events and onsites, all-company updates, employee resource groups (ERGs), and other interest groups such as book clubs, fitness, investing, and volunteering
- Catered lunches + snacks & drinks when working in offices