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
Powered By Upstart Deployment Manager

About Upstart
Upstart is the first lending platform to leverage artificial intelligence and machine learning to price consumer credit and automate the borrowing process. Upstart has unparalleled credit performance and has originated more than $1BN in its lifetime. We recently launched a lending-as-a-service platform, called Powered By Upstart (PBU) to whitelabel our advanced underwriting technology to banks and credit unions.

Upstart is seeking a deployment manager to help launch Powered by Upstart solutions with our partner banks.In this role, you’ll be responsible for driving a successful customer implementation from start to finish, and helping to create value by building a strong relationship after launch. As a trusted advisor with deep product knowledge, you’ll understand the customer’s goals, pain points, and workflows. As a result, you'll immerse yourself in both our internal operations and the user experience to be able to provide insights to our product team and help share the product roadmap.

Primary Responsibilities

  • Be the point of contact for new customers deploying Powered by Upstart or those expanding to implement additional functionality
  • Work closely with the Compliance, Legal, engineering and marketing teams to facilitate and drive a consistent customer experience and ensure successful projects and training for new customers
  • Drive and manage new customer implementations from start to finish
  • Confirm customer requirements and needs and provide guidance, assistance, and support to customers in the technical platform configuration
  • Administer training to users
  • Understand customer pain points and partner with cross-functional teams to simplify, enhance and automate existing processes that will improve customer workflow
  • Compliment key product discussions by gathering and communicating customer feedback and feature requests

Our Ideal Candidate Has

  • 5+ years of experience of software implementation consulting or transferrable work
  • Strong project management and organization skills
  • Comfortable with customer and stakeholder management and negotiations
  • Excellent interpersonal skills including verbal and written communication skill, teamwork, and customer service mentality
  • Ability to provide clear and effective assistance, and recommendations to build positive relationships with customers
  • Track record of working in a fast-paced environment while balancing internal procedures and process improvements, all while collaborating with team members
  • Ability to adapt to a rapidly changing product and respond strategically to customer needs
  • Passion for solving customer problems
  • Bachelor's Degree or above
Apply Now
Senior Manager, Payments Strategy and Operations

About the role:
Upstart is rated the #1 online lending platform by its customers. Our Operations team provides world-class service for our customers, borrowers and investors alike. We are the voice of our customer, and provide insights to Upstart’s leadership and product team. As a Senior Manager, Payments Strategy and Operations you will set strategies based business priorities. You will be a mentor to individual contributors and junior managers to deliver a seamless customer experience, continuously improve operational efficiency, and provide customer insights to our product team. You will analyze business data and identify inefficiencies, gaps, and areas for improvement, then manage projects and coordinate cross-functional teams to launch solutions. This is an amazing opportunity for an experienced and inspirational manager with a passion for metrics and service.

Responsibilities:

  • Manage and mentor team members with management, project or program responsibilities to identify gaps and create solutions for their area of the business
  • Perform analysis on operating metrics and business trends to forecast operational needs such as staffing and outsourcing, as well as identify areas for improvement
  • Work with cross-functional teams to design and implement solutions
  • Contribute and execute on ideas to help Operations team scale with increasing demand without sacrificing the customer experience
  • Identify new business opportunities, lead experiments and special projects to drive innovation and growth
  • Communicate effectively to influence team members, and represent the customer voice to the rest of Upstart

Requirements:

  • BA/BS degree
  • 5+ years of experience in operations management or related field
  • Manager and mentor. You bring out the best in your team and coach them to deliver world class customer service and improve Upstart’s operations.
  • Technology and Process Design. You are equally comfortable solving problems through technology as you are through operational excellence, and know when to employ the right tactic.
  • Great communicator. You connect easily with front-line agents to truly understand how our operations work, and you make a convincing case to our executive team about how we should change.
  • Dedicated and relentless leadership and project execution. Independently capable of seeking information, solving conceptual problems, corralling resources and delivering results in challenging situations. You get things done.
  • Structured thinker. Develop and leverage frameworks to help structure the team’s thinking, facilitate alignment on key strategic decisions among various stakeholders and identify the 80/20 opportunities to reach insightful, actionable answers without boiling the ocean with analysis overload.
  • Fast Mover. We move fast. Done is better than perfect, with continual iteration. You are excited to learn and help build a growing business.
  • Experience with cross-functional collaboration within a team environment.
  • Distinctive problem-solving and analytical skills and impeccable business judgement.

About Upstart:
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.

Apply Now