Senior Customer Contact Specialist

The Team: 

As a Senior Customer Contact Specialist at Upstart you’ll be part of a multi-skilled team that supports applicants across phone email and other digital channels throughout the pre-origination journey. You’ll handle a wide range of regulatory general and complex application-related inquiries with a primary focus on resolving escalations from our frontline vendor support  team. In this role you’ll serve as a subject matter expert on our products and procedures—answering associate questions in Slack contributing to scripts and templates and ensuring every interaction meets our quality compliance and SLA expectations.

How you’ll make an impact

• Respond to inbound email/phone 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.
• Act as a subject matter expert by answering questions from our vendor support teams via slack.
• Support funnel conversion by proactively identifying and addressing common applicant questions or pain points.
• Maintain accurate notes of all applicant interactions to ensure visibility and alignment across teams.
• Identify opportunities to improve CX processes documentation or messaging based on recurring feedback or support trends.

Minimum Qualifications

• 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.

Preferred Qualifications

• Financial services industry experience.
• Familiarity with front-line customer support tools and knowledge management platforms.
• Comfort working in high-growth change-oriented environments where feedback loops are fast and frequent.
• Previous experience providing service for multiple product lines

Position location This role is available in the following locations:  within 60 mi of Columbus OH

Time zone requirements The team operates on the East/West coast time zones.

• The open shift times that we currently have are: 
  • Tuesday-Saturday: 11:30-8pm (EST)
  • Sunday-Thursday: 11:30-8pm (EST)

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. For this specific team and role you are required to be in office 2 days a week.

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.

Gallery