Senior Complaints Specialist

About Upstart

At Upstart, we’re 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 that’s both radically intelligent and deeply human. Our platform runs over one million predictions per borrower using more than 3,000 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.

We’re 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 doesn’t mean distant. We’re 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, you’ll have the support to work in the way that works best for you.

If you’re energized by tackling meaningful problems, excited to innovate with purpose, and motivated by work that truly matters, we’d love to hear from you.

The Team: 

Upstart’s Complaints team is responsible for investigating and resolving customer complaints across our lending products while helping protect customers and the business from regulatory and operational risk. The team partners closely with Operations, Legal, Compliance, and Risk to deliver timely and accurate resolutions and identify opportunities to improve the customer experience.

As a Senior Complaints Specialist at Upstart, you will investigate and resolve escalated and regulated customer complaints, applying regulatory knowledge and sound judgment to determine appropriate outcomes. You’ll also look beyond individual cases to identify recurring issues, surface trends, and help improve the processes and controls that shape the customer experience.

How you’ll make an impact

• Manage a queue of customer complaints, completing accurate investigations and resolutions within established productivity, quality, and regulatory timelines.
• Investigate sensitive, escalated, and regulated complaints, identify root causes and potential customer harm, and determine appropriate remediation.
• Apply relevant consumer protection requirements, including FCRA, UDAAP, FDCPA, and ECOA, when evaluating complaints and potential regulatory concerns.
• Produce clear, accurate written complaint responses and maintain documentation that supports complaint decisions and outcomes.
• Analyze complaint trends and recurring issues to identify root causes and recommend improvements that reduce repeat complaints and customer harm.
• Partner with Operations, Legal, Compliance, Risk, and other teams to strengthen complaint processes, customer experiences, and risk controls.

Minimum Qualifications 

• 1+ years experience handling regulatory escalated customer complaints within a financial institution, lending organization, or other regulated financial services environment (Consumer Financial Protection Bureau (CFPB), Better Business Bureau (BBB), State Attorney General, etc.)
• Experience conducting complaint investigations, documenting findings, identifying root causes, and determining or recommending customer resolutions.
• Experience applying consumer financial regulations or requirements to complaint investigations and customer outcomes.
• Knowledge of consumer financial regulations such as the Fair Credit Reporting Act (FCRA), Unfair, Deceptive, or Abusive Acts or Practices (UDAAP), Fair Debt Collection Practices Act (FDCPA), and Equal Credit Opportunity Act (ECOA).

Preferred Qualifications

• Certified Regulatory Compliance Manager (CRCM) certification.
• Experience supporting auto lending or Home Equity Line of Credit (HELOC) products.
• Ability to analyze complaint data and trends to identify recurring issues and recommend operational or customer experience improvements.
• Ability to partner effectively across Operations, Legal, Compliance, Risk, and Product when resolving complex customer issues.

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.

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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 location–with 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). 

What you'll love

At Upstart, our benefits for full-time employees are designed to support your health, financial well-being, family, and personal growth. Here’s what you can expect:

• Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly 
• Retirement benefits to help you plan for the future, including a 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually (USD in the US, CAD in Canada)
• Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees (US only)
• Comprehensive health coverage designed to support you and your family, including medical, dental, vision, and wellness resources for US and supplemental health coverage for Canada.
• Health Savings Account contributions from Upstart for eligible plans (US only)
• Income protection benefits, including life insurance and disability coverage for added financial security
• Paid time off, sick leave, and company holidays, in line with local requirements
• Paid family and parental leave to support caregiving and major life moments (duration varies by country)
• Family-centered benefits to support fertility, parenthood, and caregiving needs
• 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 (US Only)
• 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, all-company updates, and employee resource groups (ERGs)
• Onsite perks, including catered lunches and fully stocked micro-kitchens when working from one of our offices in the Bay Area, Austin, Columbus, and New York City

For roles based in Canada, please note that we are not currently able to hire in Quebec.

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 candidate_accommodations@upstart.com

https://www.upstart.com/candidate_privacy_policy