Operations Manager, Home Lending
Operations Manager, Home Lending
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Job Description
About Upstart
Upstart is the leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. By leveraging Upstarts AI marketplace Upstartpowered banks and credit unions can have higher approval rates and lower loss rates across races ages and genders while simultaneously delivering the exceptional digitalfirst lending experience their customers demand. More than 80% of borrowers are approved instantly with zero documentation to upload.
Upstart is a digitalfirst company which means that most Upstarters live and work anywhere in the United States. However we also have offices in San Mateo California; Columbus Ohio; and Austin Texas.
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
Upstarts Home Lending Operations team focuses on delivering superior and speedy service through efficient and effective operational processes. We aim to provide highquality support to our customers while maintaining a seamless experience across all touchpoints. This team plays a pivotal role in driving improvements and ensuring customer feedback is analyzed and acted upon.
As the Operations Manger Home Lending at Upstart you will be responsible for all the nonlicensed processor performance and KPIs. This will include but not limited to call levels daily production quality and schedule adherence. This role will also be responsible for a reduced capacity of processing loan files. You will work closely with the Home Lending Vertical Team and will be an integral part of the development of this team.
NMLS License requirement: Candidates who do not currently hold an NMLS license will be required to take the NMLS SAFE exam within the first 90 days of employment and achieve a passing score of 75% or higher. Employment will be contingent upon passing this exam and gaining licensing. Candidates will be given two opportunities to pass the exam in order to remain employed in the role at Upstart.
Position Location This role is available in the following locations: San Mateo CA.
Time Zone Requirements This team operates on the East/West Coast time zones.
InOffice requirements You will be required to work from the San Mateo CA office 12 days per week.
Travel requirements As a digital first company the majority of your work can be accomplished remotely. The majority of our employees can live and work anywhere in the U.S but are encouraged to to still spend high quality time inperson collaborating via regular onsites. The inperson sessions cadence varies depending on the team and role; most teams meet once or twice per
How youll make an impact:
- Manage and oversee the daily operations of the Loan Processing Team ensuring efficient and effective workflows and processes.
- Help develop and implement strategies to optimize team performance and achieve department goals and targets.
- Monitor team performance metrics and KPIs identify areas for improvement and implement corrective actions as needed.
- Update the pipeline and manage escalations through phone and email channels.
What were looking for:
- Minimum qualifications:
- 3 years of people management experience demonstrating strong leadership and interpersonal skills with the ability to motivate and inspire others to achieve their full potential.
- 5 years experience working in the Home Lending industry at a Financial Institution / Mortgage company. Or equivalent operational experience with complex multidepartmental systems.
- Strong analytical and problem solving skills with the ability to identify issues and develop thoughtful data driven solutions.
- High School Diploma or GED.
- Preferred qualifications:
- NMLS Licensed is a plus.
- 5 years of people leadership experience in an operations environment.
- Proven experience in independently managing and maintaining pipelines.
What youll love:
- 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 $4500 and immediate vesting and aftertax savings
- 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 allcompany 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
#LIAssociate
At Upstart your base pay is one part of your total compensation package. The anticipated base salary for this position is expected to be within the below range. Your actual base pay will depend on your geographic locationwith our digital first philosophy Upstart uses compensation regions that vary depending on location. Individual pay is also determined by jobrelated skills experience and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
In addition Upstart provides employees with target bonuses equity compensation and generous benefits packages (including medical dental vision and 401k).
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.
If you require reasonable accommodation in completing an application interviewing completing any preemployment testing or otherwise participating in the employee selection process please email
Manager
Employment Type
Full Time
Key Skills
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