Senior Borrower Experience Specialist

San Mateo, CA - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

About Upstart

At Upstart were united by a mission that matters: to radically reduce the cost and complexity of borrowing for all Americans. Every day we bring creativity experimentation and advanced AI to reshape access to credit helping millions move forward financially with clarity and confidence.

As the leading AI lending marketplace we partner with banks and credit unions to expand access to affordable credit through technology thats both radically intelligent and deeply human. Our platform runs over one million predictions per borrower using more than 1800 signals powering smarter fairer decisions for millions of customers. But the numbers only hint at the impact. Every idea every voice and every contribution moves us closer to a world where credit never stands between people and their financial progress.

Were proudly digital-first giving most Upstarters the flexibility to do their best work from wherever they thrive alongside teammates across 80 cities in the US and Canada. Digital-first doesnt mean distant. Were intentional about in-person connection through team onsites planning sessions and moments that spark creativity and trust. And whether you choose to work primarily from home or collaborate in-person from one of our offices in Columbus Austin the Bay Area or New York City (opening Summer 2026) youll have the support to work in the way that works best for you.

If youre energized by tackling meaningful problems excited to innovate with purpose and motivated by work that truly matters wed love to hear from you.

The Team:

As a Senior Borrower Experience Specialist at Upstart you will play a critical role in Servicing Operations by analyzing quality audit data to uncover key insights and drive strategic improvements across borrower experience compliance risk management and operational efficiency. Beyond ensuring adherence to policies and regulations you will leverage data-driven insights to proactively identify thematic trends systemic gaps and areas for process enhancement ultimately contributing to a best-in-class borrower experience.

How youll make an impact

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.

Minimum Qualifications

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 Qualifications

Experience with Fair Lending analysis a plus
Bilingual: Spanish and English is a plus
BA/BS degree

Position location This role is available in the following locations: Remote.

Time zone requirements The team operates on the East/West coast time zones.

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 in-person collaborating via regular onsites. The in-person sessions cadence varies depending on the team and role; most teams meet once or twice per quarter for 2-4 consecutive days at a time.

#LI-REMOTE

#LI-Associate

This is a Non-Exempt position. Employees in this position are paid an hourly pay rate on a bi-weekly basis and are eligible to receive overtime pay for any hours worked over 40 in a work week or over 8 in a work day if required by state law.

At Upstart your base pay is one part of your total compensation package. The anticipated annualized 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 job-related 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).

United States Remote - Anticipated Hourly Rate Range

$27.45$37.98 USD

What youll love

At Upstart our benefits are designed to support your health financial well-being family and personal growth. Heres what you can expect:

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 $15000 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!).

Upstart is a proud Equal Opportunity Employer. Just as we are dedicated to improving access to affordable credit for all we are committed to inclusive and fair hiring practices.

If you require reasonable accommodation in completing an application interviewing completing any pre-employment testing or otherwise participating in the employee selection process please email

Experience:

Senior IC

About UpstartAt Upstart were united by a mission that matters: to radically reduce the cost and complexity of borrowing for all Americans. Every day we bring creativity experimentation and advanced AI to reshape access to credit helping millions move forward financially with clarity and confidence.A...