Upstart
Job Title: Senior Customer Contact Specialist
Location: Columbus, OH
Employment Type: Full‑time (Non‑Exempt; hourly rate $25.48 USD)
Seniority Level: Mid‑Senior level
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 can achieve higher approval rates and lower loss rates across races, ages, and genders, while delivering an exceptional digital‑first lending experience. More than 80% of borrowers are approved instantly with zero documentation to upload.
Responsibilities
Respond to inbound email and phone inquiries and manage real‑time chat support (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.
Act as a subject‑matter expert by answering questions from our vendor support teams via Slack.
Support funnel conversion by proactively identifying and addressing common applicant questions or pain points.
Maintain accurate notes of all applicant interactions to ensure visibility and alignment across teams.
Identify opportunities to improve CX processes, documentation, or messaging based on recurring feedback or support trends.
Minimum Qualifications
1–2 years of experience in customer service and/or contact center 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).
Demonstrated expertise in time management, effectively prioritizing and balancing competing tasks to meet tight deadlines.
Impeccable judgment and acute attention to detail; ability to identify/anticipate customers’ needs and clarify information.
Proven track record of excelling in a metric‑based environment.
Preferred Qualifications
Financial services industry experience.
Familiarity with front‑line customer support tools and knowledge‑management platforms.
Comfort working in high‑growth, change‑oriented environments where feedback loops are fast and frequent.
Previous experience providing service for multiple product lines.
Benefits
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
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 onsite gatherings, 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
EEO Statement 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.
Accommodations If you require reasonable accommodation in completing an application, interviewing, completing any pre‑employment testing, or otherwise participating in the employee selection process, please e‑mail candidate_accommodations@upstart.com.
Additional Information Position location: Columbus, OH. Time zone requirements: East/West Coast. Travel requirements: Remote‑first; employees may work from anywhere in the U.S. In‑person collaboration occurs once or twice per quarter for 2–4 consecutive days, depending on the team and role.
Upstart is a digital‑first company. Most Upstarters live and work anywhere in the United States, with offices in San Mateo, CA; Columbus, OH; Austin, TX; and New York City, NY opening Summer 2026.
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Location: Columbus, OH
Employment Type: Full‑time (Non‑Exempt; hourly rate $25.48 USD)
Seniority Level: Mid‑Senior level
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 can achieve higher approval rates and lower loss rates across races, ages, and genders, while delivering an exceptional digital‑first lending experience. More than 80% of borrowers are approved instantly with zero documentation to upload.
Responsibilities
Respond to inbound email and phone inquiries and manage real‑time chat support (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.
Act as a subject‑matter expert by answering questions from our vendor support teams via Slack.
Support funnel conversion by proactively identifying and addressing common applicant questions or pain points.
Maintain accurate notes of all applicant interactions to ensure visibility and alignment across teams.
Identify opportunities to improve CX processes, documentation, or messaging based on recurring feedback or support trends.
Minimum Qualifications
1–2 years of experience in customer service and/or contact center 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).
Demonstrated expertise in time management, effectively prioritizing and balancing competing tasks to meet tight deadlines.
Impeccable judgment and acute attention to detail; ability to identify/anticipate customers’ needs and clarify information.
Proven track record of excelling in a metric‑based environment.
Preferred Qualifications
Financial services industry experience.
Familiarity with front‑line customer support tools and knowledge‑management platforms.
Comfort working in high‑growth, change‑oriented environments where feedback loops are fast and frequent.
Previous experience providing service for multiple product lines.
Benefits
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
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 onsite gatherings, 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
EEO Statement 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.
Accommodations If you require reasonable accommodation in completing an application, interviewing, completing any pre‑employment testing, or otherwise participating in the employee selection process, please e‑mail candidate_accommodations@upstart.com.
Additional Information Position location: Columbus, OH. Time zone requirements: East/West Coast. Travel requirements: Remote‑first; employees may work from anywhere in the U.S. In‑person collaboration occurs once or twice per quarter for 2–4 consecutive days, depending on the team and role.
Upstart is a digital‑first company. Most Upstarters live and work anywhere in the United States, with offices in San Mateo, CA; Columbus, OH; Austin, TX; and New York City, NY opening Summer 2026.
#J-18808-Ljbffr