About the job
About Upstart
At Upstart, we are driven by a significant mission: to drastically lower the cost and complexity of borrowing for all Americans. Each day, we leverage creativity, experimentation, and cutting-edge AI to transform access to credit, empowering millions to progress financially with clarity and confidence.
As the premier AI lending marketplace, we collaborate with banks and credit unions to enhance access to affordable credit through technology that is both profoundly intelligent and deeply human-centered. Our platform processes over a million predictions for each borrower, utilizing more than 1,800 signals to enable smarter, fairer decisions for millions of customers. Yet, these figures merely hint at our impact. Every idea, every voice, and every contribution brings us closer to a future where credit does not hinder financial advancement.
We proudly embrace a digital-first approach, allowing most Upstarters the freedom to perform their best work from wherever they feel most productive, alongside colleagues across more than 80 cities in the U.S. and Canada. Digital-first does not imply isolated; we are committed to fostering in-person connections through team events, planning sessions, and moments that ignite creativity and trust. Whether you prefer to work primarily from home or collaborate in-person from our offices in Columbus, Austin, the Bay Area, or New York City (opening Summer 2026), you will receive the support to work in a way that suits you best.
If you are invigorated by addressing meaningful challenges, excited to innovate with purpose, and motivated by work that truly matters, we invite you to connect with us.
The Team:
As a Senior Complaints Specialist at Upstart, you will play a pivotal role in guaranteeing that Upstart delivers an exceptional customer experience, adheres to all federal and state regulations, and complies with Upstart’s policies and procedures. You will serve as an escalation point for customer complaints, conduct thorough investigations, analyze trends, report findings to senior leadership, and provide actionable feedback and recommendations to management as necessary.
Your Impact:
- Swiftly and accurately review complaints to uncover root causes, determine suitable resolutions, draft and communicate responses to complainants, and mitigate any potential customer harm as required.
- Oversee a pipeline of complaint cases and identify the appropriate partners to collaborate with for effective resolution of customer issues.
- Stay informed on organizational policies and processes to ensure timely response capabilities.