[Hiring] Senior Borrower Success Associate @Upstart

Role Description

As a Borrower Success Associate, you will resolve complex borrower inquiries primarily through email, while also supporting borrowers through chat and phone. You’ll investigate issues, apply established policies and resources, and take ownership of cases through resolution while contributing insights that help the team improve how we support borrowers.

• Resolve complex borrower inquiries across email, chat, phone, or other channels, including questions related to fees, refunds, accounts, and loan servicing.
• Investigate borrower concerns using available systems, policies, and resources to provide accurate and efficient resolutions.
• Take ownership of cases through resolution, recognizing when additional guidance or escalation to a partner team is appropriate.
• Contribute to First Response Time, Borrower Satisfaction, First Contact Resolution, and team productivity while maintaining quality and accuracy.
• Identify recurring borrower pain points, knowledge gaps, and process inefficiencies and share insights that can improve resources and servicing processes.
• Use approved Generative AI tools to organize information, support case research, and draft or refine communications while validating outputs against approved sources and borrower-specific information.

Qualifications

• Experience providing customer support or resolving customer inquiries in a professional, volunteer, educational, or comparable environment.
• Experience communicating with customers or other external audiences through at least one written or verbal support channel.
• Experience researching information across multiple resources or systems to resolve questions or issues.
• Experience accurately documenting customer interactions, cases, transactions, or other detailed information.

Requirements

• Experience in customer service, a contact center, borrower servicing, banking, lending, or another high-volume support environment.
• Ability to communicate complex or sensitive information clearly and thoughtfully across email, chat, and phone.
• Familiarity with case-management, customer relationship management, chat, phone, or knowledge-management tools.
• Ability to balance efficiency and accuracy while managing multiple priorities in a changing environment.
• Familiarity with Generative AI tools and the ability to review and validate AI-generated information before using it.
• BA/BS degree, associate degree, or equivalent work experience. Recent graduates or candidates with equivalent practical experience are encouraged to apply.

Benefits

• Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly.
• Retirement benefits to help you plan for the future, including a 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually (USD in the US, CAD in Canada).
• Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees (US only).
• Comprehensive health coverage designed to support you and your family, including medical, dental, vision, and wellness resources for US and supplemental health coverage for Canada.
• Health Savings Account contributions from Upstart for eligible plans (US only).
• Income protection benefits, including life insurance and disability coverage for added financial security.
• Paid time off, sick leave, and company holidays, in line with local requirements.
• Paid family and parental leave to support caregiving and major life moments (duration varies by country).
• Family-centered benefits to support fertility, parenthood, and caregiving needs.
• 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 (US Only).
• 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, all-company updates, and employee resource groups (ERGs).
• Onsite perks, including catered lunches and fully stocked micro-kitchens when working from one of our offices in the Bay Area, Austin, Columbus, and New York City.