Senior Regulatory Complaints Specialist

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

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Job summary

Upstart is seeking a Senior Complaints Specialist to investigate and resolve escalated and regulated customer complaints within a digital-first, remote environment. You’ll apply regulatory knowledge and sound judgment to determine outcomes, identify recurring issues, and help improve processes and risk controls across teams.

The role emphasizes collaboration with Operations, Legal, Compliance, and Risk to enhance customer experience while adhering to CFPB and other regulatory standards.

Qualifications

• 1+ years handling regulatory escalated complaints in financial services.
• Experience conducting investigations and documenting findings.
• Experience applying consumer financial regs to investigations.
• Knowledge of FCRA, UDAAP, FDCPA, ECOA.

Responsibilities

• Manage a queue of customer complaints and complete investigations within timelines.
• Investigate escalated and regulated complaints; identify remediation.
• Apply consumer protection requirements when evaluating complaints.
• Produce clear written responses and maintain supporting documentation.
• Analyze trends to identify root causes and improve processes.
• Partner with Ops, Legal, Compliance, Risk to strengthen controls.

Skills

Regulatory complaint handling

Complaint investigations

Regulatory knowledge

FCRA knowledge

UDAAP knowledge

FDCPA knowledge

ECOA knowledge

Education

CRCM certification (preferred)

Job description

Upstart is seeking a Senior Complaints Specialist to investigate and resolve escalated and regulated customer complaints within a digital-first, remote environment. You’ll apply regulatory knowledge and sound judgment to determine outcomes, identify recurring issues, and help improve processes and risk controls across teams.

The role emphasizes collaboration with Operations, Legal, Compliance, and Risk to enhance customer experience while adhering to CFPB and other regulatory standards.