Senior Complaints Specialist

The Team: As the Senior Complaints Specialist at Upstart, you will be responsible for ensuring that Upstart provides high quality customer experience, complies with all federal and state regulations, and adheres to Upstart’s policies and procedures. You will be an escalation point for customer complaints, perform in-depth investigations, analyze trends and report to senior leadership, and provide feedback and recommendations to management as needed

How You’ll Make An Impact

• Quickly and accurately review complaints to identify root cause, determine appropriate resolution, craft and deliver a response to the complainant and remediate any potential customer harm (as necessary)
• Manage a pipeline of complaint cases and determine the appropriate partners to collaborate with to resolve the customer’s complaint
• Remain up to date on organizational policies and processes to ensure timely responses can be provide

Minimum Qualifications

• 2 years of experience investigating customer complaints and responding in written form
• Strong attention to detail and ability to multitask
• Exceptional written communication skills
• Ability to quickly learn and adapt to new technology systems and processes

Preferred Qualifications

• Knowledge of regulations including, but not limited to: FCRA, UDAAP, FDCPA, ECOA
• Previous experience conducting investigations and/or handling complaints related to Identity Theft, Fraud, Auto Loans, Bankruptcy, Home Lending (e.g., HELOC, etc.) and Credit Disputes
• Bachelor’s degree preferred
• Experience with LLMs (e.g., ChatGPT, Gemini, etc.)
• 6+ months of proven success working with cross-functional teams to resolve complaints
• 1+ years of experience in a highly regulated industry, preferably financial services

Position location This role is available in the following locations: Remote

Time zone requirements The team operates on the East/West coast time zones.

Travel requirements As a digital first company, the majority of your work can be accomplished remotely. The majority of our employees can live and work anywhere in the U.S but are encouraged to to still spend high quality time in-person collaborating via regular onsites. The in-person sessions’ cadence varies depending on the team and role; most teams meet once or twice per quarter for 2-4 consecutive days at a time.

This is a Non-Exempt position. Employees in this position are paid an hourly pay rate, on a bi-weekly basis, and are eligible to receive overtime pay for any hours worked over 40 in a work week, or over 8 in a work day if required by state law.

At Upstart, your base pay is one part of your total compensation package. The anticipated annualized base salary for this position is expected to be within the below range. Your actual base pay will depend on your geographic location–with our “digital first” philosophy, Upstart uses compensation regions that vary depending on location. Individual pay is also determined by job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.