Senior Borrower Success Associate

This is a fully remote position, open to applicants in United States.

📋 Description

• Address intricate borrower inquiries through various channels such as email, chat, phone, and others, covering aspects like fees, refunds, accounts, and loan servicing.

• Examine borrower concerns by utilizing systems, policies, and resources to deliver precise and effective resolutions.

• Assume responsibility for cases until resolution and escalate to partner teams when necessary.

• Contribute to objectives related to First Response Time, Borrower Satisfaction, First Contact Resolution, productivity, quality, and accuracy.

• Recognize repetitive borrower challenges, knowledge deficiencies, and process inefficiencies.

• Provide insights aimed at enhancing support resources and servicing processes.

• Employ sanctioned Generative AI tools to organize data, investigate cases, and draft or refine communications while verifying outputs.

• Assist borrowers as a member of Upstart’s Borrower Success team.

⛳️ Requirements

• Experience in delivering customer support or addressing customer inquiries in a professional, volunteer, educational, or similar setting.

• Experience in engaging with customers or other external audiences through at least one written or verbal support channel.

• Experience in researching information across various resources or systems to resolve inquiries or issues.

• Experience in accurately documenting customer interactions, cases, transactions, or other detailed records.

• Background in customer service, contact center operations, borrower servicing, banking, lending, or another high-volume support environment is preferred.

• Ability to convey complex or sensitive information clearly via email, chat, and phone is preferred.

• Familiarity with case-management, customer relationship management, chat, phone, or knowledge-management tools is preferred.

• Ability to balance efficiency and accuracy while managing multiple priorities in a dynamic environment is preferred.

• Familiarity with Generative AI tools and the capability to review and validate AI-generated information is preferred.

• BA/BS degree, associate degree, or equivalent work experience is preferred.

• Willingness to provide evening coverage for a team operating until 9:00 p.m. Eastern Time.

🏝️ Benefits

• Competitive compensation, including base salary, bonus opportunities, and annual equity grants that vest quarterly.

• Retirement benefits featuring a 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).

• Comprehensive health coverage including 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.

• Family-centered fertility, parenthood, and caregiving benefits.

• Employee Assistance Program providing mental health support and life-centered resources.

• Financial planning tools and financial concierge service (US only).

• Annual wellness allowance.

• Annual productivity allowance for relevant work tools and resources.

• Team events, all-company updates, and employee resource groups.

• Onsite perks including catered lunches and fully stocked micro-kitchens at offices.