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Upstart · 3 hours ago

Senior Borrower Experience Specialist

United States

Full-time

Remote

Mid, Senior Level

$27.45/hr - $37.98/hr

4+ years exp

Upstart is the leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. As a Senior Borrower Experience Specialist, you will analyze quality audit data to uncover insights and drive improvements in borrower experience, compliance, risk management, and operational efficiency.

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

Process improvementQuality assuranceRegulatory knowledgeGoogle Workspace proficiencyData analysisBilingual SpanishVerbal communicationWritten communicationCritical thinking

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 (base + bonus & equity)

Comprehensive medical, dental, and vision coverage with Health Savings Account contributions from Upstart

Generous 401(k) plan with Upstart matching $2 for every $1 contributed, up to $15,000 per year

Employee Stock Purchase Plan (ESPP)

Life and disability insurance

Generous 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