Senior Borrower Success Associate

📋 Description

• Resolve complex borrower inquiries across email, chat, phone, or other channels, including
• Investigate borrower concerns using available systems, policies, and resources to provide accurate
• Take ownership of cases through resolution, recognizing when additional guidance or escalation to a
• Contribute to First Response Time, Borrower Satisfaction, First Contact Resolution, and team
• Identify recurring borrower pain points, knowledge gaps, and process inefficiencies and share
• Use approved Generative AI tools to organize information, support case research, and draft or

🎯 Requirements

• Experience providing customer support or resolving customer inquiries in a professional, volunteer
• Experience communicating with customers or other external audiences through at least one written or
• Experience researching information across multiple resources or systems to resolve questions or
• Experience accurately documenting customer interactions, cases, transactions, or other detailed
• Experience in customer service, a contact center, borrower servicing, banking, lending, or another
• Ability to communicate complex or sensitive information clearly and thoughtfully across email

🎁 Benefits

• Competitive compensation, including base pay, bonus opportunities, and annual equity grants that
• Retirement benefits to help you plan for the future, including a 401(k) or Group Retirement Savings
• Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees
• Comprehensive health coverage designed to support you and your family, including medical, dental
• Health Savings Account contributions from Upstart for eligible plans (US only)
• Income protection benefits, including life insurance and disability coverage for added financial