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Upstart · 23 hours ago

Senior Customer Contact Specialist

Columbus, OH, USA

Full-time

Hybrid

Mid, Senior Level

$25.48/hr - $25.48/hr

1+ years exp

Upstart is the leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. As a Senior Customer Contact Specialist, you will support applicants through various digital channels, handle complex inquiries, and ensure quality interactions while acting as a subject matter expert on products and procedures.

Artificial Intelligence (AI)AutomotiveConsumer LendingCreditFinancial ServicesFinTechLendingMachine LearningPersonal Finance

Responsibilities

Respond to inbound email/phone inquiries and manage real-time chat support (in 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

Qualification

Customer serviceFinancial services experienceSalesforceCommunication skillsTime managementAttention to detailEmpathyInterpersonal skillsProblem-solving

Required

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

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 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