Upstart is a leading AI lending marketplace focused on reducing the cost and complexity of borrowing. The Customer Experience Specialist will serve as the first point of contact for individuals exploring home lending products, providing support through phone, email, and chat while ensuring a smooth and efficient borrowing experience.
Responsibilities
- Answer inbound calls from prospective borrowers and applicants whose files have not yet been assigned to a processing pod, guiding them through next steps and answering product questions
- Respond to inbound email inquiries and manage real-time chat support (in future-state implementation), providing accurate, helpful, and timely information
- Take ownership of escalation calls from applicants requesting a supervisor, resolving concerns professionally while adhering to compliance and policy guidelines
- Support funnel conversion by proactively identifying and addressing common applicant questions or pain points
- Maintain accurate notes of all borrower interactions in tools such as Salesforce and Vesta to ensure visibility and alignment across teams
- Identify opportunities to improve CX processes, documentation, or messaging based on recurring feedback or support trends
- Collaborate with Pods, Training, and Quality teams to ensure consistency across all borrower touch points
Skills
- 1–2 years of experience in customer service, call center, or borrower support within a financial services or fintech environment
- Outstanding communication and interpersonal skills, including the ability to explain complex information clearly and professionally
- Proven ability to handle sensitive or escalated customer conversations with empathy and professionalism
- Comfortable navigating multiple systems and tools simultaneously (e.g., Salesforce, Vesta, telephony and chat platforms)
- Ability to work standard hours (9 AM – 5:30 PM EST) and occasional weekends as business needs evolve
- Reside within 60 miles of Columbus, OH, and able to work from the office at least two days per week
- Experience in mortgage, home equity, or consumer lending operations
- Familiarity with front-line customer support tools and knowledge management platforms
- Experience in early-stage applicant engagement or lead nurturing
- Comfort working in high-growth, change-oriented environments where feedback loops are fast and frequent
Benefits
- Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly
- Generous 401(k) plan with Upstart matching $2 for every $1 contributed, up to $15,000 per year
- Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees
- Affordable medical, dental, and vision coverage, with multiple plan options - Upstart covers 90% to 100% of the cost depending on the plans you choose
- Health Savings Account contributions from Upstart for eligible plans
- Income protection benefits, including company-paid Basic Life, AD&D, and Short- and Long-Term Disability coverage, with options to purchase supplemental coverage
- Paid time off, sick and safe time, and company holidays
- Paid family and parental leave to support caregiving and major life moments
- Family-centered benefits through Carrot and Cleo, supporting fertility, parenthood, and caregiving
- Employee Assistance Program (EAP) offering mental health support and life-centered resources
- Financial wellness resources, including access to financial planning tools and a financial concierge service
- Annual wellness allowance to support your physical and emotional well-being and personal development, based on what matters most to you
- Annual productivity allowance to invest in relevant tools and resources you need to do your best work, no matter where you work from
- Connection and community through team events and onsites, all-company updates, and employee resource groups (ERGs)
- Onsite perks, including catered lunches and fully stocked micro-kitchens when working from one of our four offices, located in the Bay Area, Austin, Columbus, and New York City (opening Summer 2026!)
Company Overview
Upstart is a leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. It was founded in 2012, and is headquartered in San Mateo, California, USA, with a workforce of 1001-5000 employees. Its website is https://upstart.com/about.