Licensed Loan Advisor

Upstart; Columbus (OH); Hybrid; USD 39,950 - 55,104; Full time

Benefits offered by this job

Health insurance

401(k) plan

Equity grants

Onsite lunches

Job summary

Upstart’s Mortgage Operations team is seeking a Licensed Loan Advisor to support home lending applicants through the application journey, acting as a direct contact and borrower advocate. This role blends customer-facing guidance with operational execution to move files efficiently while delivering a high-quality experience.

The position is based in Columbus, OH or Burlingame, CA in a hybrid model, operating across East/West time zones.

Qualifications

• Active NMLS license required.
• 2+ years in mortgage, consumer lending, personal banking, or related financial services roles.
• Experience handling complex customer communications, escalations, and issue resolution.
• Experience reviewing borrower documentation (tax forms, financials, credit info) within lending processes.

Responsibilities

• Guide borrowers through the home lending application, clarifying next steps and expectations.
• Build trust with borrowers via phone and written channels for a high-quality experience.
• Manage application tasks with accuracy, ensuring information is clear and progress is smooth.
• Identify issues or inconsistencies in borrower information and coordinate with cross-functional teams to resolve them.
• Support inbound and outbound borrower communications, including escalations and updates.
• Contribute to process improvements to scale the team and improve borrower experience.

Skills

Active NMLS license

Mortgage experience

Communication skills

Documentation review

Education

High school diploma or GED

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 1,800 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 Mortgage Operations team is a growing part of the business focused on helping build and scale the company’s home lending experience. The team is launching with HELOC products and is expected to expand coverage and capabilities over time, so this role is well suited for someone who is energized by a fast-moving environment and enjoys helping shape how work gets done as the business grows.

As a Licensed Loan Advisor at Upstart, you will support home lending applicants throughout the application journey, acting as both a direct point of contact and an advocate for borrowers. This role combines customer-facing guidance with operational execution, helping applicants move through required tasks accurately and efficiently while delivering a high-quality experience.

How you’ll make an impact

• Guide borrowers through the home lending application process, helping them understand next steps, set expectations, and move forward with clarity and confidence.
• Build trust with borrowers through consultative interactions across phone and written channels while delivering a seamless, high-quality customer experience.
• Manage application-related tasks with accuracy and attention to detail, ensuring files progress smoothly and important information is captured clearly.
• Identify issues, gaps, or inconsistencies in borrower information and partner with cross-functional teams to resolve them quickly and effectively.
• Support inbound and outbound borrower communication, including complex questions, escalations, and application updates.
• Contribute to process improvements that strengthen operational excellence and improve the borrower experience as the team scales.

Minimum Qualifications

• Must have an active NMLS license.
• 2+ years of experience in mortgage, consumer lending, personal banking, or related financial services roles supporting customers directly.
• Experience handling complex customer communications verbally and in writing, including escalations and issue resolution.
• Experience reviewing borrower documentation such as tax forms, financial statements, and credit-related information within a lending process.

Preferred Qualifications

• Experience supporting HELOC, mortgage, or other home lending products.
• Knowledge of mortgage laws, regulations, and compliance requirements.
• Ability to balance strong customer service with operational precision in a high-volume environment.
• Experience identifying workflow improvement opportunities and helping implement scalable solutions.
• Experience working effectively in a fast-paced, high-growth environment with changing priorities.
• High school diploma or GED.

Position Location

This role is based in either Columbus, Ohio or Burlingame, California in a hybrid working model.

Time Zone Requirements

The team operates on East/West coast time zones.

In-Office Requirements

You will be required to work from the office 1-2 days per week.

Travel Requirements

As a digital first company, the majority of your work can be accomplished remotely / in your local office.

At Upstart, your base pay is one part of your total compensation package. The anticipated 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.

Columbus, OH – Anticipated Base Salary Range: $28.56–$39.52 USD

Burlingame – Anticipated Hourly Rate Range: $28.56–$39.52 USD

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
• 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 (opening Summer 2026!)

For roles based in Canada, please note that we are not currently able to hire in Quebec.

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 [e-mail]

https://www.upstart.com/candidate_privacy_policy