Remote Borrower Success Specialist

Upstart; United States; On-site; USD 32,000 - 43,000; Full time

Benefits offered by this job

Competitive compensation

401(k) with company match

Employee Stock Purchase Plan

Health coverage

Wellness benefits

Paid time off

Job summary

Upstart, a digital-first lending marketplace, is hiring a Borrower Success Associate to resolve complex borrower inquiries primarily via email, with support through chat and phone. You will apply established policies, own cases to resolution, and contribute insights to improve borrower support.

This remote role requires evening coverage (ET) and the ability to use approved Generative AI tools to organize information and draft communications while verifying outputs.

Qualifications

• Experience providing customer support or resolving customer inquiries in a professional, volunteer, educational, or comparable environment.
• Experience communicating with customers 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.

Responsibilities

• Resolve complex borrower inquiries across email, chat, phone, or other channels.
• Investigate borrower concerns using available systems to provide accurate resolutions.
• Take ownership of cases through resolution and escalate when appropriate.
• Contribute to First Response Time, Borrower Satisfaction, and team productivity while maintaining quality.

Skills

Customer support experience

Written and verbal communication

Researching information across systems

Documenting customer interactions

Education

BA/BS degree or equivalent

Tools

CRM systems

Knowledge-management tools

Chat/Phone support tools

Job description

Upstart, a digital-first lending marketplace, is hiring a Borrower Success Associate to resolve complex borrower inquiries primarily via email, with support through chat and phone. You will apply established policies, own cases to resolution, and contribute insights to improve borrower support.

This remote role requires evening coverage (ET) and the ability to use approved Generative AI tools to organize information and draft communications while verifying outputs.