Customer Experience Associate San Mateo, CA

San Mateo, CA, United States

**Customer Experience Associate**

at Upstart San Mateo, CA 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. 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. **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, were now poised to leverage our domain expertise and revolutionize every aspect of lending and credit risk evaluation. Weve recently expanded our offerings to include automobile refinancing and we plan to take on more verticals as the business grows.

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, wed love to hear from you!

**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 is one shift

* 9:00 am - 5:30 pm PT

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

**How youll 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 were looking for**

* Minimum Requirements

+ 1+ year of experience in customer service, or customer facing role

+ Because this position will require you to be on the phone with customers and sharing personal data, you will need a private and quiet office space

+ 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 youll 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.

Location (City) * **Voluntary Self-Identification**

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As set forth in Upstarts Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

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**Voluntary Self-Identification of Disability**

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involve