Upstart · 6 hours ago
Senior Borrower Experience Specialist
United States
Full-time
Remote
Mid, Senior Level
$27.45/hr - $37.98/hr
4+ years expUpstart is a leading AI lending marketplace focused on reducing the cost and complexity of borrowing for all Americans. The Senior Borrower Experience Specialist will analyze quality audit data to improve borrower experience, compliance, risk management, and operational efficiency, leveraging data-driven insights to enhance processes and ensure adherence to policies.
Artificial Intelligence (AI)AutomotiveConsumer LendingCreditFinancial ServicesFinTechLendingMachine LearningPersonal Finance
Responsibilities
Analyze quality audits, borrower feedback, and sentiment data to identify systemic pain points, compliance risks, and operational inefficiencies across all servicing channels
Develop clear, data-driven insights and recommendations to improve the end-to-end borrower experience
Deliver concise reporting and documentation to inform Servicing leadership and cross-functional partners
Proactively identify compliance gaps, procedural inconsistencies, and efficiency opportunities using audit and performance data
Partner with Compliance, Legal, Risk, Training, and Operations to ensure borrower interactions are compliant, efficient, and borrower-centric
Lead initiatives that improve resolution processes, servicing workflows, and agent effectiveness
Define and track success metrics to measure the impact of process, policy, and experience improvements
Use quality insights to inform training programs, coaching strategies, and behavioral expectations for frontline agents
Translate borrower experience findings into targeted coaching guides, best-practice playbooks, and performance standards
Review and advise on agent scripts, knowledge-base content, and AI prompts to ensure clarity, compliance, and borrower-focused tone
Influence policy updates, process automation, and AI-driven support enhancements based on quality-driven insights
Communicate findings and recommendations across Operations, Product, and Process Excellence teams
Improve audit processes, reporting capabilities, and feedback loops to increase efficiency, visibility, and accountability
Qualification
Required
4+ years experience in process or product improvement, QA or a combination
Knowledge of some or all applicable regulations FCRA, TILA, FDCPA, ECOA, UDAAP, EFTA, BSA/AML, OFAC, GLBA
Must have strong verbal / writing skills and ability to present information in a clear and concise manner
Proficiency with Google Workspace tools, particularly Google Forms, Sheets, and Docs, to build audit forms, structure data collection, and streamline reporting workflows
Demonstrate ability to learn fast and apply learnings to work
Balance ability to work fast with a high degree of accuracy and detail
Demonstrate the ability to think critically and communicate thoughts and ideas
Proven track record of taking ownership of issues and driving results
Strong sense of discretion and professionalism
Preferred
Experience with Fair Lending analysis a plus
Bilingual: Spanish and English is a plus
BA/BS degree
Benefits
Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly
Generous 401(k) plan with Upstart matching $2 for every $1 contributed, up to $15,000 per year
Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees
Affordable medical, dental, and vision coverage, with multiple plan options - Upstart covers 90% to 100% of the cost depending on the plans you choose
Health Savings Account contributions from Upstart for eligible plans
Income protection benefits, including company-paid Basic Life, AD&D, and Short- and Long-Term Disability coverage, with options to purchase supplemental coverage
Paid time off, sick and safe time, and company holidays
Paid family and parental leave to support caregiving and major life moments
Family-centered benefits through Carrot and Cleo, supporting fertility, parenthood, and caregiving
Employee Assistance Program (EAP) offering mental health support and life-centered resources
Financial wellness resources, including access to financial planning tools and a financial concierge service
Annual wellness allowance to support your physical and emotional well-being and personal development, based on what matters most to you
Annual productivity allowance to invest in relevant tools and resources you need to do your best work, no matter where you work from
Connection and community through team events and onsites, all-company updates, and employee resource groups (ERGs)
Onsite perks, including catered lunches and fully stocked micro-kitchens when working from one of our four offices, located in the Bay Area, Austin, Columbus, and New York City (opening Summer 2026!)
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
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
2026-01-23
Business Wire
2026-01-22
The Motley Fool
2026-01-03
Company data provided by crunchbase