Customer Experience Associate - Bilingual - Spanish at Upstart (Columbus, OH)

| Columbus, OH
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About Upstart

Upstart is a leading AI lending platform partnering with banks and credit unions to expand access to affordable credit. As we transitioned to being a public company, we’re now poised to leverage our domain expertise and revolutionize every aspect of lending and credit risk evaluation. We’ve recently expanded our offerings to include automobile refinancing and we plan to take on more verticals as the business grows.

By leveraging Upstart's AI platform, Upstart-powered banks and credit unions can have higher approval rates and lower loss rates, while simultaneously delivering the exceptional digital-first lending experience their customers demand. Upstart's patent-pending platform is the first to receive a no-action letter from the Consumer Financial Protection Bureau related to fair lending. Upstart not only supports a large remote workforce, but also has offices in San Mateo, CA; Columbus, OH; and Austin, TX.

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!

As a Customer Experience Associate on the Loan Servicing team at Upstart, you will be responsible for providing outstanding customer support to our borrowers. This includes inquiries covering all aspects of loan servicing such as payment processing, credit reporting, payoff information, and hardship options. 

The Team

Our Ops team is the fastest scaling team in the org and we're seeking Customer Experience Associates to join us. Our CE team are incredibly important as they are on the front lines, communicating directly with our borrowers via phone and email. The role requires excellent communication skills, strong analytical and problem-solving abilities, and a passion for high-quality customer service.

You don't have to be a financial services or credit guru - we provide 4 weeks of training to all new hires so that you can start your new role with a solid foundation.

Our comp package includes base pay + annual bonus + equity and amazing benefits and perks (like a new Mac + $1000 to spend in your first year for tech equipment and catered lunch every day in our beautiful office).

Shifts:  Our Servicing team is open 6 days a week and there are two shifts 

  • 10:30 am - 7:00 pm ET
  • 12:30 pm - 9:00 pm ET

All weekend shifts include a pay differential (+$2/hr)! 

How you’ll make an impact:

  • Deliver an exceptional customer experience to our customers (borrowers), and provide guidance regarding the servicing of their loans; common customer inquiries range from questions regarding payments (due dates, payment amounts, etc), credit reporting, payoff information, and applying for hardships 
  • Ensure that all interactions encourage customer satisfaction, effectiveness, proficiency, and quality
  • Act with confidence by answering and/or finding answers to customer questions and finding solutions to customer issues
  • Demonstrate sound judgment in decision making, and appropriately following established guidelines and procedures
  • Exceed key performance indicators measuring personal productivity, quality, and service level 

What we’re looking for 

  • Minimum Requirements
    • 1+ year of experience in customer service, consumer lending, personal banking, loan servicing, or similar
    • Bilingual: Spanish and English in a business setting
    • Passion for delivering a great customer experience
    • Great communication skills with an ability to communicate with empathy
    • Detail-oriented, self-motivated, and able to make independent decisions exercising good judgement
    • Strong problem-solving skills, a “detective” mindset, and a curious nature
    • BA / BS degree, Associates degree, or equivalent work experience

  • Preferred qualifications
    • 1+ year experience in consumer lending, personal banking, loan servicing, or similar

What you’ll love: 

  • Competitive Compensation (base + bonus & equity)
  • Comprehensive medical, dental, and vision coverage
  • Personal Development and Technology & Ergonomic Budgets 
  • Life insurance and disability benefits 
  • Clubs and Activities  (Game Nights, Fitstarters, Superwomen, Book Club, Investing Club, Money Discussions, Photography Club and Basketball teams) 
  • Generous vacation policy
  • 401(k) and Employee Stock Purchase Plan (ESPP)
  • Catered lunches + snacks & drinks

Upstart is a proud Equal Opportunity Employer. We are dedicated to ensuring that underrepresented classes receive better access to affordable credit, and are just as committed to embracing diversity and inclusion in our hiring practices. We celebrate all cultures, backgrounds, perspectives, and experiences, and know that we can only become better together.

More Information on Upstart
Upstart operates in the Fintech industry. The company is located in San Mateo, CA and Columbus, OH. Upstart was founded in 2012. It has 772 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 31 open jobs at Upstart, click here.
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