Associate Vendor Manager, Customer Contact Specialist

The Team

Upstart’s Onboarding team is seeking a candidate to join the team as an Associate Vendor Manager to manage our third party vendors. This team supports answering phone contacts and replying to applicant emails & chats. As an Associate Vendor Manager you will be responsible for building relationships with our vendors to ensure that they meet Upstart’s expectations, follow Upstart’s policies and procedures, and deliver a positive experience to our customers.

An Associate Vendor Manager  at Upstart will be able to think strategically and analytically, is solutions-oriented, and likes to improve processes and workflows. They are self-motivated, a great planner, exercises excellent judgment and handles challenges with positivity and grit. The candidate should also be able to communicate effectively and establish key relationships with Upstart’s vendors and internal teams.

Position Location - This role is available in the following locations: Remote.

Time Zone Requirements - This 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 role requires two yearly visits to the vendor for site checks. These locations are within the United States.

How you’ll make an impact:

• Leading and managing the day-to-day operations of the third party vendor, ensuring efficient workflow and adherence to phone and case SLAs.
• Will be responsible for delivering monthly business reviews to each line of business, providing key insights and performance updates.
• Providing training, guidance, and performance feedback to the vendor  to ensure high standards of accuracy, compliance, and customer service.
• Will oversee the management of the vendor’s learning and development, ensure workforce efficiency through effective scheduling and adherence, and uphold quality control standards to achieve exceptional customer service.
• Developing and implementing process improvements to enhance operational efficiency and effectiveness.
• Collaborating with other departments, such as loan processing, to resolve issues and streamline processes.
• Monitoring and reporting on key performance indicators (KPIs) and ensuring the vendor  meets or exceeds targets.
• Maintaining up-to-date knowledge of industry regulations and company policies, ensuring the vendor’s  adherence to all relevant guidelines and standards.

What we’re looking for: 

• Minimum qualifications:
  • 2+ years of experience managing or working closely with vendors in the financial or customer experience space.
  • Commitment to one of the following shift times: 9:00AM-5:30PM EST OR 11:30AM-8:00 PM EST (8:30AM-5:00PM PST). 
  • Has experience and a deep understanding of how to apply policies, processes, and procedures to the operations team’s day-to-day work and identify necessary changes to help align with the department’s vision and voice.
  • Demonstrate ability to work independently and meet deadlines with limited supervision, and balance working fast with a high degree of accuracy and detail.
  • Strong communicator experienced in cross-functional collaboration within team environments, adept at representing operational processes and procedures to team members and leaders.
  • Strong analytical aptitude with keen attention to detail.
• Preferred qualifications:
  • 3 - 5+ years of experience in an operations role at a financial institution.
  • Direct knowledge of MPL (Marketplace Loan) industry.
  • Knowledge of consumer lending products and the fintech landscape.
  • Strong knowledge of key financial services regulatory requirements such as UDAAP, TILA, GLBA, TCPA, SCRA, etc.
  • BA/BS degree in business, finance, economics, or other analytical areas of study.

What you'll love: 

• Competitive Compensation (base + bonus & equity)
• Comprehensive medical, dental, and vision coverage with Health Savings Account contributions from Upstart 
• 401(k) with 100% company match up to $4,500 and immediate vesting and after-tax savings
• Employee Stock Purchase Plan (ESPP)
• Life and disability insurance
• Generous holiday, vacation, 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

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