Senior Borrower Success Associate

OhioX; Northern (KY); Hybrid; USD 32,000 - 43,000; Full time

Benefits offered by this job

Competitive compensation

401k with match

Health insurance

ESPP

Job summary

Upstart is seeking a Borrower Success Associate to resolve complex borrower inquiries primarily via email, with support through chat and phone. You will investigate issues, apply policies, and own cases to resolution while contributing to team performance and resource improvements.

The role emphasizes accuracy and efficiency, with remote work options and evening coverage in the Eastern Time zone. A BA/BS or equivalent experience is encouraged.

Qualifications

• Experience providing customer support or resolving inquiries in any setting.
• Experience communicating via written or verbal channels.
• Experience researching information across multiple resources to resolve questions.
• Experience accurately documenting interactions and transactions.

Responsibilities

• Resolve borrower inquiries via email, chat, or phone.
• Investigate issues using available policies and resources.
• Own cases through resolution and escalate when needed.
• Contribute to First Response Time, Borrower Satisfaction, and team productivity.
• Identify recurring pain points and share insights for process improvements.
• Use approved Generative AI tools to organize information and draft communications.

Skills

Customer support

Written communication

Researching information

Documentation of interactions

Education

BA/BS degree or equivalent

Tools

CRM systems

Knowledge management tools

Chat/Phone tools

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.

The Team:

Upstart’s Borrower Success team helps borrowers navigate questions and issues throughout their experience with Upstart. The team resolves a wide range of servicing needs while balancing accuracy, efficiency, and a thoughtful borrower experience across multiple support channels.

As a Borrower Success Associate, you will resolve complex borrower inquiries primarily through email, while also supporting borrowers through chat and phone. You’ll investigate issues, apply established policies and resources, and take ownership of cases through resolution while contributing insights that help the team improve how we support borrowers.

How you’ll make an impact

• Resolve complex borrower inquiries across email, chat, phone, or other channels, including questions related to fees, refunds, accounts, and loan servicing
• Investigate borrower concerns using available systems, policies, and resources to provide accurate and efficient resolutions
• Take ownership of cases through resolution, recognizing when additional guidance or escalation to a partner team is appropriate
• Contribute to First Response Time, Borrower Satisfaction, First Contact Resolution, and team productivity while maintaining quality and accuracy
• Identify recurring borrower pain points, knowledge gaps, and process inefficiencies and share insights that can improve resources and servicing processes
• Use approved Generative AI tools to organize information, support case research, and draft or refine communications while validating outputs against approved sources and borrower‑specific information

Minimum Qualifications

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

Preferred Qualifications

• Experience in customer service, a contact center, borrower servicing, banking, lending, or another high-volume support environment
• Ability to communicate complex or sensitive information clearly and thoughtfully across email, chat, and phone
• Familiarity with case‑management, customer relationship management, chat, phone, or knowledge‑management tools
• Ability to balance efficiency and accuracy while managing multiple priorities in a changing environment
• Familiarity with Generative AI tools and the ability to review and validate AI‑generated information before using it
• BA/BS degree, associate degree, or equivalent work experience. Recent graduates or candidates with equivalent practical experience are encouraged to apply

Position location: Remote

Time zone requirements This role supports evening coverage for a team that operates until 9:00 p.m. Eastern Time.

Travel requirements As a digital first company, the majority of your work can be accomplished remotely. The majority of our employees can live and work anywhere in the U.S but are encouraged to to still spend high quality time in‑person collaborating via regular onsites. The in‑person sessions’ cadence varies depending on the team and role; most teams meet once or twice per quarter for 2-4 consecutive days at a time.

#LI-REMOTE

#LI-Entry

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.

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

In addition, Upstart provides employees with target bonuses, equity compensation, and generous benefits packages (including medical, dental, vision, and 401k).

United States | Remote - Anticipated Hourly Rate Range

$23.41—$31.20 USD

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