Senior Complaints Specialist

📋 Description

• Manage a queue of customer complaints, completing accurate investigations and resolutions within
• Investigate sensitive, escalated, and regulated complaints, identify root causes and potential
• Apply relevant consumer protection requirements, including FCRA, UDAAP, FDCPA, and ECOA, when
• Produce clear, accurate written complaint responses and maintain documentation that supports
• Analyze complaint trends and recurring issues to identify root causes and recommend improvements
• Partner with Operations, Legal, Compliance, Risk, and other teams to strengthen complaint

🎯 Requirements

• 1+ years experience handling regulatory escalated customer complaints within a financial
• Experience conducting complaint investigations, documenting findings, identifying root causes, and
• Experience applying consumer financial regulations or requirements to complaint investigations and
• Knowledge of consumer financial regulations such as the Fair Credit Reporting Act (FCRA), Unfair

🎁 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