Upstart · 1 month ago
Operations Manager, Credit Bureau Disputes
United States
Full-time
Remote
Mid, Senior Level
$76K/yr - $105K/yr
4+ years expUpstart is the leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. The Operations Manager, Credit Bureau Disputes will lead a high-performing team responsible for managing all incoming disputes and related claims, ensuring compliance and enhancing efficiency while improving the customer experience.
Artificial Intelligence (AI)AutomotiveConsumer LendingCreditFinancial ServicesFinTechLendingMachine LearningPersonal Finance
Responsibilities
Lead and manage the day-to-day operations of the Disputes team, supporting a group of 10 specialists
Lead and execute credit bureau reporting disputes investigations, ensuring accuracy, FCRA compliance, and timely resolution (Metro 2, ACDV/QC workflows)
Own end-to-end process improvement initiatives within the disputes function—identifying gaps, driving root-cause analysis, implementing solutions, and measuring impact
Act as the primary escalation point for complex or sensitive disputes, ensuring timely and compliant resolution
Oversee and streamline workflows for credit disputes to meet internal and regulatory SLAs
Collaborate cross-functionally with Product, Compliance, Legal, Credit Reporting, and Customer Operations teams to align on process, policies and escalations
Monitor Quality assurance metrics and provide coaching, feedback, and professional development to team members to foster growth and engagement
Track and analyze dispute trends to identify root causes, mitigate risks, and inform process or policy updates
Ensure adherence to Fair Credit Reporting Act (FCRA)
Qualification
Required
Deep expertise in credit bureau disputes (FCRA compliance, Metro 2 reporting accuracy, furnisher investigations). This is not a transaction dispute role (Debit/ACH/credit card), nor does it involve loan servicing or collections dispute workflows
4+ years of experience in operations, credit disputes, or consumer lending environments
Minimum of 4 years experience in an operations management role, including at least 2 years focused exclusively managing and leading a dispute and fraud operations team
Strong understanding of FCRA, SCRA, and identity theft claim handling requirements
Proven track record of meeting SLAs and driving performance through metrics and process improvement
Demonstrated success in revamping and leading a fraud or identity theft investigations team, including implementation of process improvements that resulted in measurable gains in efficiency and risk reduction
Extensive experience with various identity theft typologies (e.g., synthetic ID, account takeover, new account fraud)
Expertise in fraud claim validation best practices
Bachelor's degree in Business, Finance, Operations Management, or a related field, or equivalent practical experience
Preferred
Experience working in fintech, banking, or a credit reporting environment
e-Oscar expertise and managing indirect disputes received from the credit reporting agencies
Skilled in process optimization, workflow automation, and root cause analysis
Knowledge of credit reporting systems and dispute management tools
Ability to interpret and apply regulatory requirements to operational processes
Excellent written and verbal communication skills with the ability to communicate complex information clearly
Demonstrated ability to lead through change and foster a culture of accountability and continuous improvement
Benefits
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
Company
Upstart
Upstart (NASDAQ: UPST) is a leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit.
1001-5000 employees
H1B Sponsorship
Upstart has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (68)
2024 (67)
2023 (85)
2022 (85)
2021 (42)
2020 (15)
Funding
Current Stage
Public CompanyTotal Funding
$3.36BKey Investors
CastlelakeProgressiveRakuten
2025-11-06Post Ipo Debt· $1.5B
2025-09-05Post Ipo Debt· $320M
2025-08-12Post Ipo Debt· $600M
Leadership Team
Dave Girouard
Founder & CEO
Paul Gu
Co-Founder
Recent News
The Motley Fool
2026-01-03
The Motley Fool
2026-01-01
2025-12-17
Company data provided by crunchbase