Senior Borrower Success Associate

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 3,000 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: Upstart’s Borrower Success team helps borrowers navigate questions and issues throughout their experience with Upstart. The team resolves a wide range of servicing needs while balancing accuracy, efficiency, and a thoughtful borrower experience across multiple support channels. 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. How you’ll make an impact • 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 Minimum 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 Preferred Qualifications • 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 Position location: Remote Time zone requirements This role supports evening coverage for a team that operates until 9:00 p.m. Eastern Time. 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-REMOTE #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. At Upstart, your base pay is one part of your total compensation package. The anticipated annualized base salary for this position is expected to be within the below range. Your actual base pay will depend on your geographic location–with our “digital first” philosophy, Upstart uses compensation regions that vary depending on location. Individual pay is also determined by job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. In addition, Upstart provides employees with target bonuses, equity compensation, and generous benefits packages (including medical, dental, vision, and 401k). United States