Remote Senior Borrower Success Specialist

Openkrill; United States; Remote; USD 32,000 - 43,000; Full time

Benefits offered by this job

401k match

Remote-friendly work environment

Career growth opportunities

Job summary

Upstart is seeking a Borrower Success Associate to help borrowers via email, chat, and phone in a remote, flexible environment. You will resolve complex inquiries, apply established policies, and own cases through resolution with a focus on accuracy and efficiency.

You will use Generative AI tools to organize information and draft communications, ensuring quality and borrower-specific alignment. This role supports evening coverage in a digital-first environment.

Qualifications

• Experience providing customer support 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 borrower inquiries across email, chat, phone, or other channels.
• Investigate borrower concerns using available systems, policies, and resources to provide accurate resolutions.
• Take ownership of cases through resolution, recognizing when escalation is needed.
• Contribute to First Response Time, Borrower Satisfaction, First Contact Resolution, and team productivity.
• Identify recurring borrower pain points and share insights to improve resources and servicing processes.
• Use approved Generative AI tools to organize information and draft or refine communications while validating outputs against sources.

Skills

Customer support

Communication

Research

Documentation

Education

BA/BS degree or equivalent

Tools

CRM tools

Knowledge management tools

Job description

Upstart is seeking a Borrower Success Associate to help borrowers via email, chat, and phone in a remote, flexible environment. You will resolve complex inquiries, apply established policies, and own cases through resolution with a focus on accuracy and efficiency.

You will use Generative AI tools to organize information and draft communications, ensuring quality and borrower-specific alignment. This role supports evening coverage in a digital-first environment.