Senior Remote Borrower Success Specialist

Upstart; Columbus (OH); On-site; USD 32,000 - 43,000; Full time

Benefits offered by this job

401k

ESPP (US only)

Annual wellness allowance

Health benefits

Job summary

Upstart seeks a Borrower Success Associate to resolve borrower inquiries primarily via email, with chat and phone support. You’ll apply established policies, investigate issues, and take ownership of cases through resolution while contributing insights that help the team improve borrower experience.

This remote role supports evening coverage for Eastern Time and offers a compensation package including base pay, bonuses, equity, and generous benefits.

Qualifications

• Experience providing customer support or resolving customer inquiries in various settings.
• Experience communicating with customers through written or verbal channels.
• Experience researching information across multiple resources or systems to resolve questions or issues.
• Experience documenting customer interactions and transactions accurately.

Responsibilities

• Resolve borrower inquiries across email, chat, phone, and other channels, including fees, refunds, accounts, and loan servicing.
• Investigate borrower concerns using available systems, policies, and resources to provide accurate resolutions.
• Take ownership of cases through resolution, escalating when needed to a partner team.
• Contribute to First Response Time, Borrower Satisfaction, and team productivity while maintaining quality and accuracy.
• Identify recurring borrower pain points and share insights to improve resources and servicing processes.
• Use Generative AI tools to organize information, research cases, and draft communications, validating outputs against sources.

Skills

Customer support

Written communication

Researching information

Accurate documentation

Education

BA/BS degree or equivalent

Tools

CRM systems

Case-management tools

Generative AI tools

Job description

Upstart seeks a Borrower Success Associate to resolve borrower inquiries primarily via email, with chat and phone support. You’ll apply established policies, investigate issues, and take ownership of cases through resolution while contributing insights that help the team improve borrower experience.

This remote role supports evening coverage for Eastern Time and offers a compensation package including base pay, bonuses, equity, and generous benefits.