Remote Senior Complaints Investigator - Regulatory & Risk

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

Benefits offered by this job

Remote work option

401(k) with match

Employee stock purchase plan

Health, dental, vision coverage

Paid time off & holidays

Wellness & fitness benefits

Job summary

Upstart is seeking a Senior Complaints Specialist to investigate and resolve escalated and regulated customer complaints, applying regulatory knowledge to determine outcomes. You will surface trends and help improve processes that shape the customer experience.

This remote, non-exempt role offers hourly pay and collaboration across Operations, Legal, Compliance, and Risk, with growth opportunities and a comprehensive benefits package.

Qualifications

• 1+ years experience handling regulatory escalated customer complaints within a financial institution, lending organization, or other regulated financial services environment (CFPB, BBB, State Attorney General, etc.)
• Experience conducting complaint investigations, documenting findings, identifying root causes, and determining or recommending customer resolutions.
• Experience applying consumer financial regulations or requirements to complaint investigations and customer outcomes.
• Knowledge of consumer financial regulations such as the Fair Credit Reporting Act (FCRA), Unfair, Deceptive, or Abusive Acts or Practices (UDAAP), Fair Debt Collection Practices Act (FDCPA), and Equal Credit Opportunity Act (ECOA).

Responsibilities

• Manage a queue of complaints, completing accurate investigations and resolutions within established productivity, quality, and regulatory timelines.
• Investigate sensitive, escalated, and regulated complaints, identify root causes and potential customer harm, and determine appropriate remediation.
• Apply relevant consumer protection requirements, including FCRA, UDAAP, FDCPA, and ECOA, when evaluating complaints and potential regulatory concerns.
• Produce clear, accurate written complaint responses and maintain documentation that supports complaint decisions and outcomes.
• Analyze complaint trends and recurring issues to identify root causes and recommend improvements that reduce repeat complaints and customer harm.
• Partner with Operations, Legal, Compliance, Risk, and other teams to strengthen complaint processes, customer experiences, and risk controls.

Skills

Regulatory complaints

Investigation skills

CF Regulation Knowledge

FCRA/UDAAP/FDCPA/ECOA

Education

CRCM Certification

Job description

Upstart is seeking a Senior Complaints Specialist to investigate and resolve escalated and regulated customer complaints, applying regulatory knowledge to determine outcomes. You will surface trends and help improve processes that shape the customer experience.

This remote, non-exempt role offers hourly pay and collaboration across Operations, Legal, Compliance, and Risk, with growth opportunities and a comprehensive benefits package.