Remote CX Manager for HELOC

Upstart; Burlingame (CA); Hybrid; USD 105,000 - 145,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401(k) with company match

Employee stock purchase plan

Equity compensation

Job summary

Upstart is seeking a Customer Experience Manager for the HELOC product line, leading a team of CX agents supporting borrowers and applicants through the HELOC journey. You will manage phone, email, and future chat channels, shaping interactions across our Home Equity offerings.

The role partners with quality, TPM, product, telephony and compliance teams to deliver a best-in-class service model, with a focus on frictionless, empathetic customer experiences and future self-service options.

Qualifications

• 3+ years of people management experience.
• 3+ years experience in Home Lending or Mortgage industry.
• 2+ years experience with telephony systems building workflows and reporting.
• Strong analytical and problem solving skills with data-driven mindset.
• Relentless drive for qualitative and quantitative improvement in customer sentiment.

Responsibilities

• Develop and implement strategies to optimize team performance and achieve department goals and targets.
• Monitor team performance metrics and KPIs, identify areas for improvement, and implement corrective actions.
• Oversee customer communication channels for CX and Loan processing ensuring best possible customer experience and maintaining SLA.
• Drive Channel Strategy across phones, emails, chat, and other self-service channels.

Skills

People management

Leadership

Telephony systems

Data analysis

Customer experience

Cross-functional collaboration

Tools

Telephony systems

Job description

Upstart is seeking a Customer Experience Manager for the HELOC product line, leading a team of CX agents supporting borrowers and applicants through the HELOC journey. You will manage phone, email, and future chat channels, shaping interactions across our Home Equity offerings.

The role partners with quality, TPM, product, telephony and compliance teams to deliver a best-in-class service model, with a focus on frictionless, empathetic customer experiences and future self-service options.