Job Description
About Upstart
At Upstart we’re united by a mission that matters: to radically reduce the cost and complexity of borrowing for all Americans. Every day we bring creativity experimentation and advanced AI to reshape access to credit helping millions move forward financially with clarity and confidence.
As the leading AI lending marketplace we partner with banks and credit unions to expand access to affordable credit through technology that’s both radically intelligent and deeply human. Our platform runs over one million predictions per borrower using more than 1800 signals powering smarter fairer decisions for millions of customers. But the numbers only hint at the impact. Every idea every voice and every contribution moves us closer to a world where credit never stands between people and their financial progress.
We’re proudly digital-first giving most Upstarters the flexibility to do their best work from wherever they thrive alongside teammates across 80+ cities in the US and Canada. Digital-first doesn’t mean distant. We’re intentional about in-person connection through team onsites planning sessions and moments that spark creativity and trust. And whether you choose to work primarily from home or collaborate in-person from one of our offices in Columbus Austin the Bay Area or New York City (opening Summer 2026) you’ll have the support to work in the way that works best for you.
If you’re energized by tackling meaningful problems excited to innovate with purpose and motivated by work that truly matters we’d love to hear from you.
The Team:
The Home Lending Operations team at Upstart is building a borrower experience that is clear accessible and human—from the very first interaction through to loan funding. While most of the loan lifecycle is handled by pod-based specialists the Customer Experience (CX) team plays a pivotal role in guiding potential borrowers and early-stage applicants through the process. This team is instrumental in reducing reliance on traditional call centers by providing proactive personalized support via phone email and chat.
As a Customer Experience Specialist you’ll be the first point of contact for individuals exploring or applying for a home lending product. You’ll answer questions resolve concerns and ensure early-stage interactions reflect Upstart’s mission of delivering an effortless credit experience. You’ll also handle escalations from across the operation requiring empathy professionalism and sound judgment.
How you’ll make an impact
- Answer inbound calls from prospective borrowers and applicants whose files have not yet been assigned to a processing pod guiding them through next steps and answering product questions.
- Respond to inbound email inquiries and manage real-time chat support (in future-state implementation) providing accurate helpful and timely information.
- Take ownership of escalation calls from applicants requesting a supervisor resolving concerns professionally while adhering to compliance and policy guidelines.
- Support funnel conversion by proactively identifying and addressing common applicant questions or pain points.
- Maintain accurate notes of all borrower interactions in tools such as Salesforce and Vesta to ensure visibility and alignment across teams.
- Identify opportunities to improve CX processes documentation or messaging based on recurring feedback or support trends.
- Collaborate with Pods Training and Quality teams to ensure consistency across all borrower touch points.
Minimum Qualifications
- 1–2 years of experience in customer service call center or borrower 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).
- Ability to work standard hours (9 AM – 5:30 PM EST) and occasional weekends as business needs evolve.
- Reside within 60 miles of Columbus OH and able to work from the office at least two days per week.
Preferred Qualifications
- Experience in mortgage home equity or consumer lending operations.
- Familiarity with front-line customer support tools and knowledge management platforms.
- Experience in early-stage applicant engagement or lead nurturing.
- Comfort working in high-growth change-oriented environments where feedback loops are fast and frequent
Position location This role is available in the following locations: Columbus Ohio
In-Office requirements. You will be required to work from the Eastion Ohio office 2 days per week
Travel requirements As a digital first company the majority of your work can be accomplished remotely. The majority of our employees can live and work anywhere in the U.S but are encouraged to to still spend high quality time in-person collaborating via regular onsites. The in-person sessions’ cadence varies depending on the team and role; most teams meet once or twice per quarter for 2-4 consecutive days at a time.
#LI-Entry
This is a Non-Exempt position. Employees in this position are paid an hourly pay rate on a bi-weekly basis and are eligible to receive overtime pay for any hours worked over 40 in a work week or over 8 in a work day if required by state law.
What you'll love
At Upstart our benefits are designed to support your health financial well-being family and personal growth. Here’s what you can expect:
- Competitive compensation including base pay bonus opportunities and annual equity grants that vest quarterly
- Generous 401(k) plan with Upstart matching $2 for every $1 contributed up to $15000 per year
- Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees
- Affordable medical dental and vision coverage with multiple plan options - Upstart covers 90% to 100% of the cost depending on the plans you choose
- Health Savings Account contributions from Upstart for eligible plans
- Income protection benefits including company-paid Basic Life AD&D and Short- and Long-Term Disability coverage with options to purchase supplemental coverage
- Paid time off sick and safe time and company holidays
- Paid family and parental leave to support caregiving and major life moments
- Family-centered benefits through Carrot and Cleo supporting fertility parenthood and caregiving
- Employee Assistance Program (EAP) offering mental health support and life-centered resources
- Financial wellness resources including access to financial planning tools and a financial concierge service
- Annual wellness allowance to support your physical and emotional well-being and personal development based on what matters most to you
- Annual productivity allowance to invest in relevant tools and resources you need to do your best work no matter where you work from
- Connection and community through team events and onsites all-company updates and employee resource groups (ERGs)
- Onsite perks including catered lunches and fully stocked micro-kitchens when working from one of our four offices located in the Bay Area Austin Columbus and New York City (opening Summer 2026!).
Upstart is a proud Equal Opportunity Employer. Just as we are dedicated to improving access to affordable credit for all we are committed to inclusive and fair hiring practices.
If you require reasonable accommodation in completing an application interviewing completing any pre-employment testing or otherwise participating in the employee selection process please email [email protected]
https://www.upstart.com/candidate_privacy_policy
Top Skills
What the Team is Saying
What We Do
Upstart is the leading AI lending marketplace connecting millions of consumers to more than 100 banks and credit unions that leverage Upstart’s AI models and cloud applications to deliver superior credit products. With Upstart's AI lenders can approve more borrowers at lower rates across races ages and genders while delivering the exceptional digital-first experience customers demand. More than 80% of borrowers are approved instantly with zero documentation to upload. Founded in 2012 Upstart’s platform includes personal loans automotive retail and refinance loans home equity lines of credit and small-dollar “relief” loans. If you are energized by the impact you think you could make at Upstart we'd love to hear from you!
Why Work With Us
Connection to our mission creates a special environment where people feel passionately about the impact they make in the world. Upstart is fast-paced and we encourage ownership at all levels of the organization. As a result culture at Upstart is driven by Upstarters. Upstarters are proactive talented multi-dimensional and collaborative.
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Upstart Offices
Remote Workspace
Employees work remotely.
Upstart has a digital-first model enabling most Upstarters can live and work anywhere in the U.S. We also offer in-person options from our office locations in San Mateo California; Columbus Ohio; Austin Texas; and New York City NY.
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Date Posted
04/10/2026
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