Open Positions

Credit Analyst

Upstart is looking for credit analysts to provide an exceptional borrower experience throughout the application process. This person will be responsible for gathering and analyzing educational and financial data to verify the creditworthiness of the borrower. Credit analysts work alongside an intelligent and motivated team and are exposed to all aspects of FinTech operations in a high-growth startup environment.

Responsibilities
  • Work with potential borrowers and review applications to verify elements of each loan application, such as employment, income, identity, and tax documents in a timely and efficient manner
  • Identify and implement process improvements in the borrower application process
  • Build trust and cultivate borrower, investor, and colleague relationships
  • Other projects as assigned
Requirements
  • BA / BS degree in Business Administration, Finance, or similar
  • 1+ years of experience in customer service, loan underwriting, consumer lending, personal banking, or similar
  • Strong analytical and problem solving skills
  • Passion for delivering a great customer experience
  • Impeccable judgment and acute attention to detail
  • Track record of high-performance
  • Familiarity with underwriting loans, financial statements, tax documents and payroll is a plus
Apply Now
Customer Experience Associate (Contract Position)

Upstart strives to deliver an excellent customer experience while helping borrowers achieve their financial fitness goals. As the face of Upstart, Customer Experience Associates guide borrowers through the application process over the phone, chat and email. You work alongside an intelligent and motivated team and are exposed to all aspects of FinTech operations in a high-growth startup environment.

Responsibilities
  • Deliver an outstanding borrower experience by guiding borrowers through the application process through inbound and outbound phone, chat, and email support
  • Identify and implement creative process improvements to continue to reinvent the customer experience for our borrowers
  • Other projects as assigned
Requirements
  • BA / BS degree with a strong academic record
  • 1+ years of experience in customer service, phone support, loan underwriting or similar
  • Passion for delivering a great customer experience
  • Strong communication skills (written and verbal) and ability to empathize with others
  • Impeccable judgment and acute attention to detail
  • Track record of high-performance
  • Familiarity with underwriting loans, financial statements, tax documents and payroll is a plus
Apply Now
Customer Experience (Loan Servicing) - Temp to Hire

About Us:
Upstart is the first lending platform to leverage artificial intelligence and machine learning to price credit and automate the borrowing process. ~80% of U.S. borrowers pay back their loans, yet only ~45% of these people have access to prime credit. Our engineering team uses non-conventional variables at scale in an underwriting model that improves constantly to solve this problem. Upstart was founded by three diverse leaders that bring their individual approach to Upstart creating a culture where “we get to the truth, move fast, and bring everyone in.”  Based in San Carlos, CA, Upstart is backed by Google Ventures, KPCB, Khosla Ventures, Founders Fund, First Round Capital, Eric Schmidt, and Mark Cuban.

Job Description:

Upstart is frequently rated the #1 online lending platform by its customers. This is only possible by having the most passionate and dedicated Loan Servicing Specialists that know how to be fast problem solvers and have a strong empathy for our customers’ needs. As a Loan Servicing Specialist, you will be taking care of our customers in regards to their payments and performing research. One of our values is to be smart and know that we might be wrong and what that means to you is we expect that even though our customers are happy, we expect that you will offer ideas and be an active team participant to improve Upstart’s servicing process to exceed industry recovery performance.

We’re looking for someone that is genuinely interested in helping our customers improve their financial situation. Our team needs someone that is highly organized, loves keeping meticulous and informative records, has a “detective” mindset, and a curious nature.

(This a temporary role with a preference for someone to be hired as an FTE at Upstart. Since we plan to hire often for this role, we would consider a candidate that is already working at a full time job and needs to give proper notice). 

Here is a bit more detail about what you’ll be doing:

  • Communicate in a positive effective manner with customers to find solutions that bring accounts current, or assist with borrower’s hardship.
  • Develop and improve internal repayment process, tools, and techniques to improve portfolio performance
  • Exceed key performance indicators measuring personal productivity, quality, and service level as defined by management
  • Maintaining strict adherence to corporate policies and procedures in line with FDCPA and TCP

Here is what we’re looking for:

  • 1+ years of experience in customer-facing service roles, such as retail management, bank teller, etc
  • Ability to balance following instructions and protocols with exercising judgment when dealing with unfamiliar customer situations
  • Demonstrate ability to think critically about borrower situations and determine the best solution to bring the account current
  • Able to represent Upstart in a friendly and professional manner at all times especially when dealing with difficult situations and customers
  • Excellent phone presentation and written communication skills. Can communicate information in a clear, concise, and warm manner
  • Highly organized, detail oriented and self-motivated
  • Associate’s degree required. Bachelor’s degree preferred

Details about Applying:
Since Upstart is growing tremendously, we’re always actively filling this role on a monthly basis. We will review every application in consideration for now or future roles. Therefore, there is no need to apply to this position multiple times.

Apply Now