Senior Borrower Experience Specialist
Senior Borrower Experience Specialist
- R-6905
- Operations
About Upstart
Upstart is the leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. By leveraging Upstart's AI marketplace, Upstart-powered banks and credit unions can have higher approval rates and lower loss rates across races, ages, and genders, while simultaneously delivering the exceptional digital-first lending experience their customers demand. More than 80% of borrowers are approved instantly, with zero documentation to upload.
Upstart is a digital-first company, which means that most Upstarters live and work anywhere in the United States. However, we also have offices in San Mateo, California; Columbus, Ohio; Austin, Texas; and New York City, NY (opening Summer 2026).
Most Upstarters join us because they connect with our mission of enabling access to effortless credit based on true risk. If you are energized by the impact you can make at Upstart, we’d love to hear from you!
The Team:
As a Senior Borrower Experience Specialist at Upstart, you will play a critical role in Servicing Operations by analyzing quality audit data to uncover key insights and drive strategic improvements across borrower experience, compliance, risk management, and operational efficiency. Beyond ensuring adherence to policies and regulations, you will leverage data-driven insights to proactively identify thematic trends, systemic gaps, and areas for process enhancement, ultimately contributing to a best-in-class borrower experience.
How you’ll make an impact
- Analyze quality audits, borrower feedback, and sentiment data to identify systemic pain points, compliance risks, and operational inefficiencies across all servicing channels.
- Develop clear, data-driven insights and recommendations to improve the end-to-end borrower experience.
- Deliver concise reporting and documentation to inform Servicing leadership and cross-functional partners.
- Proactively identify compliance gaps, procedural inconsistencies, and efficiency opportunities using audit and performance data.
- Partner with Compliance, Legal, Risk, Training, and Operations to ensure borrower interactions are compliant, efficient, and borrower-centric.
- Lead initiatives that improve resolution processes, servicing workflows, and agent effectiveness.
- Define and track success metrics to measure the impact of process, policy, and experience improvements.
- Use quality insights to inform training programs, coaching strategies, and behavioral expectations for frontline agents.
- Translate borrower experience findings into targeted coaching guides, best-practice playbooks, and performance standards.
- Review and advise on agent scripts, knowledge-base content, and AI prompts to ensure clarity, compliance, and borrower-focused tone.
- Influence policy updates, process automation, and AI-driven support enhancements based on quality-driven insights.
- Communicate findings and recommendations across Operations, Product, and Process Excellence teams.
- Improve audit processes, reporting capabilities, and feedback loops to increase efficiency, visibility, and accountability.
Minimum Qualifications
- 4+ years experience in process or product improvement, QA or a combination.
- Knowledge of some or all applicable regulations FCRA, TILA, FDCPA, ECOA, UDAAP, EFTA, BSA/AML, OFAC, GLBA.
- Must have strong verbal / writing skills and ability to present information in a clear and concise manner.
- Proficiency with Google Workspace tools, particularly Google Forms, Sheets, and Docs, to build audit forms, structure data collection, and streamline reporting workflows.
- Demonstrate ability to learn fast and apply learnings to work.
- Balance ability to work fast with a high degree of accuracy and detail.
- Demonstrate the ability to think critically and communicate thoughts and ideas.
- Proven track record of taking ownership of issues and driving results.
- Strong sense of discretion and professionalism.
Preferred Qualifications
- Experience with Fair Lending analysis a plus
- Bilingual: Spanish and English is a plus
- BA/BS degree
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.
What you'll love:
- Competitive Compensation (base + bonus & equity)
- Comprehensive medical, dental, and vision coverage with Health Savings Account contributions from Upstart
- Generous 401(k) plan with Upstart matching $2 for every $1 contributed, up to $15,000 per year
- Employee Stock Purchase Plan (ESPP)
- Life and disability insurance
- Generous sick and safety leave
- Supportive parental, family care, and military leave programs
- Annual wellness, technology & ergonomic reimbursement programs
- Social activities including team events and onsites, all-company updates, employee resource groups (ERGs), and other interest groups such as book clubs, fitness, investing, and volunteering
- Catered lunches + snacks & drinks when working in offices
#LI-REMOTE
#LI-Associate
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.
In addition, Upstart provides employees with target bonuses, equity compensation, and generous benefits packages (including medical, dental, vision, and 401k).
Upstart is a proud Equal Opportunity Employer. Just as we are dedicated to improving access to affordable credit for all, we are committed to inclusive and fair hiring practices.
If you require reasonable accommodation in completing an application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please email candidate_accommodations@upstart.com
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