The Team:
As a Senior Customer Contact Specialist at Upstart, you'll be part of a multi-skilled team that supports applicants across phone, email, and other digital channels throughout the pre-origination journey. You'll handle a wide range of regulatory, general, and complex application-related inquiries, with a primary focus on resolving escalations from our frontline vendor support team. In this role, you'll serve as a subject matter expert on our products and procedures-answering associate questions in Slack, contributing to scripts and templates, and ensuring every interaction meets our quality, compliance, and SLA expectations.
How you'll make an impact
Respond to inbound email/phone inquiries and manage real-time chat support (in future-state implementation), providing accurate, helpful, and timely information.
Take ownership of escalation calls from applicants requesting a supervisor, resolving concerns professionally while adhering to compliance and policy guidelines.
Act as a subject matter expert by answering questions from our vendor support teams via Slack.
Support funnel conversion by proactively identifying and addressing common applicant questions or pain points.
Maintain accurate notes of all applicant interactions to ensure visibility and alignment across teams.
Identify opportunities to improve CX processes, documentation, or messaging based on recurring feedback or support trends.
Minimum Qualifications
1-2 years of experience in customer service and/or contact center support within a financial services or fintech environment.
Outstanding communication and interpersonal skills, including the ability to explain complex information clearly and professionally.
Proven ability to handle sensitive or escalated customer conversations with empathy and professionalism.
Comfortable navigating multiple systems and tools simultaneously (e.g., Salesforce, Vesta, telephony and chat platforms).
Demonstrated expertise in time management, effectively prioritizing and balancing competing tasks to meet tight deadlines.
Impeccable judgment and acute attention to detail; ability to identify/anticipate customers' needs and clarify information.
Proven track record of excelling in a metric-based environment.
Preferred Qualifications
Financial services industry experience.
Familiarity with front-line customer support tools and knowledge management platforms.
Comfort working in high-growth, change-oriented environments where feedback loops are fast and frequent.
Previous experience providing service for multiple product lines.
Position Location
This role is available in the following locations:
Columbus, OH.
Time Zone Requirements
The team operates on the East/West coast time zones.
Open Shift Times
Tuesday-Saturday: 11:30-8pm (EST)
Sunday-Thursday: 11:30-8pm (EST)
Tuesday-Saturday: 9-5:30pm (EST)
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 still spend high quality time in-person collaborating via regular on-site sessions. 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.