Senior Borrower Success Associate

The Team: 

Upstart’s Borrower Success team helps borrowers navigate questions and issues throughout their experience with Upstart. The team resolves a wide range of servicing needs while balancing accuracy, efficiency, and a thoughtful borrower experience across multiple support channels.

As a Borrower Success Associate, you will resolve complex borrower inquiries primarily through email, while also supporting borrowers through chat and phone. You’ll investigate issues, apply established policies and resources, and take ownership of cases through resolution while contributing insights that help the team improve how we support borrowers.

How you’ll make an impact

• Resolve complex borrower inquiries across email, chat,  phone, or other channels, including questions related to fees, refunds, accounts, and loan servicing
• Investigate borrower concerns using available systems, policies, and resources to provide accurate and efficient resolutions
• Take ownership of cases through resolution, recognizing when additional guidance or escalation to a partner team is appropriate
• Contribute to First Response Time, Borrower Satisfaction, First Contact Resolution, and team productivity while maintaining quality and accuracy
• Identify recurring borrower pain points, knowledge gaps, and process inefficiencies and share insights that can improve resources and servicing processes
• Use approved Generative AI tools to organize information, support case research, and draft or refine communications while validating outputs against approved sources and borrower-specific information

Minimum Qualifications 

• Experience providing customer support or resolving customer inquiries in a professional, volunteer, educational, or comparable environment
• Experience communicating with customers or other external audiences through at least one written or verbal support channel
• Experience researching information across multiple resources or systems to resolve questions or issues
• Experience accurately documenting customer interactions, cases, transactions, or other detailed information

Preferred Qualifications

• Experience in customer service, a contact center, borrower servicing, banking, lending, or another high-volume support environment
• Ability to communicate complex or sensitive information clearly and thoughtfully across email, chat, and phone
• Familiarity with case-management, customer relationship management, chat, phone, or knowledge-management tools
• Ability to balance efficiency and accuracy while managing multiple priorities in a changing environment
• Familiarity with Generative AI tools and the ability to review and validate AI-generated information before using it
• BA/BS degree, associate degree, or equivalent work experience. Recent graduates or candidates with equivalent practical experience are encouraged to apply

Position location: Remote 

Time zone requirements This role supports evening coverage for a team that operates until 9:00 p.m. Eastern Time.

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.

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