Senior Borrower Success Associate
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Job Description
Borrower Success Associate resolving complex borrower and loan-servicing inquiries for Upstart’s AI lending marketplace. Supporting customers across email, chat, and phone while improving servicing processes.
Responsibilities:
- Resolve complex borrower inquiries across email, chat, phone, and other channels, including fees, refunds, accounts, and loan servicing
- Investigate borrower concerns using systems, policies, and resources to provide accurate and efficient resolutions
- Take ownership of cases through resolution and escalate to partner teams when appropriate
- Contribute to First Response Time, Borrower Satisfaction, First Contact Resolution, productivity, quality, and accuracy goals
- Identify recurring borrower pain points, knowledge gaps, and process inefficiencies
- Share insights to improve support resources and servicing processes
- Use approved Generative AI tools to organize information, research cases, and draft or refine communications while validating outputs
- Support borrowers as part of Upstart’s Borrower Success team
Requirements:
- 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
- Experience in customer service, contact center, borrower servicing, banking, lending, or another high-volume support environment preferred
- Ability to communicate complex or sensitive information clearly across email, chat, and phone preferred
- Familiarity with case-management, customer relationship management, chat, phone, or knowledge-management tools preferred
- Ability to balance efficiency and accuracy while managing multiple priorities in a changing environment preferred
- Familiarity with Generative AI tools and ability to review and validate AI-generated information preferred
- BA/BS degree, associate degree, or equivalent work experience preferred
- Ability to support evening coverage for a team operating until 9:00 p.m. Eastern Time
Benefits:
- Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly
- Retirement benefits including a 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually
- Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees (US only)
- Comprehensive health coverage including medical, dental, vision, and wellness resources
- Health Savings Account contributions for eligible plans (US only)
- Life insurance and disability coverage
- Paid time off, sick leave, and company holidays
- Paid family and parental leave
- Family-centered fertility, parenthood, and caregiving benefits
- Employee Assistance Program with mental health support and life-centered resources
- Financial planning tools and financial concierge service (US only)
- Annual wellness allowance
- Annual productivity allowance for relevant work tools and resources
- Team events, all-company updates, and employee resource groups
- Onsite perks including catered lunches and fully stocked micro-kitchens at offices
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