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← Upstart

Senior Borrower Success Associate

Upstart
Location
United States | Remote
Posted
16 days ago
Department
Operations Department
What they actually want (must-haves)
  • 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
Nice to have
  • 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
What the job really is

As a Senior Borrower Success Associate at Upstart, you will primarily resolve complex borrower inquiries through email, chat, and phone. Your role involves investigating issues, applying policies, and taking ownership of cases while contributing insights to improve borrower support processes. You will also utilize Generative AI tools to assist in case research and communication.

Benefits
  • 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
  • Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees
  • Comprehensive health coverage including medical, dental, vision, and wellness resources
  • Health Savings Account contributions from Upstart for eligible plans
  • Income protection benefits, including life insurance and disability coverage
Things to weigh
  • Role requires evening coverage until 9:00 p.m. Eastern Time
  • Remote work is encouraged but in-person collaboration is also emphasized with regular onsite meetings
  • Position is non-exempt and paid hourly, with eligibility for overtime
  • Salary range is dependent on geographic location and individual qualifications, with no specific figure provided for base salary
Job score3.4/5
Benefits5/5
Freshness4/5
Career value4/5
Role clarity4/5
Pay transparency0/5

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