Senior Borrower Experience Specialist

Who you are

You have a strong background in customer operations, particularly in the financial services sector, with a focus on enhancing borrower experiences. Your analytical skills allow you to dissect quality audit data and borrower feedback, identifying key insights that drive strategic improvements. You understand the importance of compliance and risk management, ensuring that all operations adhere to policies and regulations. Your ability to leverage data-driven insights enables you to proactively identify trends and gaps in processes, contributing to a best-in-class borrower experience. You are passionate about making a positive impact in the lending industry and are committed to Upstart's mission of expanding access to affordable credit.

Desirable

Experience in a digital-first company is a plus, as is familiarity with AI-driven lending solutions. You may have worked with cross-functional teams to implement process enhancements that improve operational efficiency and borrower satisfaction. A background in data analysis tools or methodologies would be beneficial, allowing you to effectively analyze and interpret data to inform decision-making.

What you'll do

In your role as a Senior Borrower Experience Specialist, you will analyze quality audits and borrower feedback to uncover insights that drive improvements across various operational areas. You will work closely with compliance and risk management teams to ensure adherence to policies while identifying opportunities for process enhancements. Your insights will help shape the borrower experience, making it more efficient and user-friendly. You will collaborate with other departments to implement strategic initiatives that align with Upstart's mission of providing effortless credit access. Your contributions will be vital in identifying thematic trends and systemic gaps that need addressing, ultimately enhancing the overall borrower experience.

What we offer

Upstart offers a flexible remote work environment, allowing you to work from anywhere in the United States. You will be part of a mission-driven company that values inclusivity and fair hiring practices. The culture at Upstart encourages collaboration and innovation, providing you with the opportunity to make a significant impact in the lending space. As part of the team, you will have access to professional development resources and a supportive work environment that fosters growth and success.