Associate Compliance Manager, Complaints

R-00114
San Carlos, California, United States
Risk & Compliance Department

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 1,800 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 (opening Summer 2026), 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 Compliance team partners across the company to build and maintain a strong compliance management system that supports responsible innovation and protects customers. The Complaints Oversight function serves as the second line of defense, providing independent oversight of complaint management practices, monitoring regulatory compliance, and identifying emerging risks that inform business decisions and program improvements. As the Associate Compliance Manager - Complaints, you will help strengthen and mature Upstart's complaints oversight program. You'll partner closely with Legal, Risk, Operations, Third Party Risk Management and other cross-functional stakeholders to evaluate complaint trends, monitor compliance with consumer banking regulations, and help ensure customer issues are identified, escalated, and resolved appropriately. How you’ll make an impact

Partner with Operations, Legal, and Risk teams to provide second line compliance oversight and guidance for customer complaint management activities.
Monitor complaint program execution against established policies, procedures, and regulatory requirements, identifying opportunities to reduce customer harm and compliance risk.
Analyze complaint data, trends, and emerging risk indicators to identify systemic issues and recommend corrective actions or customer remediation where appropriate.
Develop monitoring routines, reporting, and governance processes that strengthen the maturity and independence of the complaints oversight program.
Provide risk-based guidance on complex regulatory questions involving consumer lending and deposit products while helping stakeholders understand regulatory expectations and business impacts.
Support the evolution of the complaints compliance program by documenting future-state requirements, improving reporting capabilities, and contributing to long-term program enhancements.
Balance tactical knowledge with proven leadership and communication skills to guide conversations amongst stakeholders with differing viewpoints. Drive proposals and conclusions using data and trends to support thoughtful conclusions and influence change.

Minimum Qualifications

Bachelor's degree in Accounting, Business, Finance, Risk Management, Law, or a related field (or equivalent practical experience).
5+ years of experience supporting second line compliance, complaints oversight, or compliance risk management within the banking or financial services industry.
Certified Regulatory Compliance Manager (CRCM) certification from the American Bankers Association.
Experienced in providing explanations of consumer banking products and governing compliance requirements in simple terms for a variety of audiences.
Experience evaluating complaint trends, conducting compliance monitoring,and communicating regulatory risk assessments to business stakeholders.

Preferred Qualifications

Knowledge of third-party risk oversightand vendor compliance programs.
Ability to translate complaint dataand emerging risk trends into actionable recommendations for senior leadership.
Experience designing or maturingcompliance monitoring,repor ting ,or governance programs.
Skills in using analytics or AI-enabled toolsto identify emerging complaint themes,summarize large data sets,and improve risk reporting.

Position location This role is available in the following locations: Remote Time zone requirements The team operates onthe East/West coast time zones. Travel requirements As a digital first company,the majorityof your work can be accomplished remotely.The majorityof our employees can liveand work anywherein the U.S but are encouragedto still spend high quality timein-person collaboratingvia regular onsites.The in-person sessions’ cadence varies dependingonthe teamand role;most teams meet onceor twiceper quarterfor2-4 consecutive daysat a time.

LI-REMOTE

LI-Associate

At Upstart your base payis one partof your total compensation package.The anticipated base salaryfor this positionis expectedto be withinthe below range.You r actual base paywill dependon your geographic location–with our “digital first” philosophy Upstart uses compensation regions that vary dependingon location .Individual payis also determinedby job-related skills experience relevant educationor training .Your recruiter can share more about specific salary rangefor your preferred location during hiring process. In addition Upstart provides employeeswith target bonuses equity compensation generous benefits packages(including medical dental vision401k). United States | Remote - Anticipated Base Salary Range: $115800—$160100 USD What you'll love At Upstart our benefits are designedto support your health financial well-being family personal growth Here’s whatyou can expect:

Competitive compensation including base pay bonus opportunities annual equity grants that vest quarterly
Retirement benefits including a401(k) or Group Retirement Savings Planwith company match $2 for every $1 contributed up to$15000 annually(USD US CAD Canada)
Employee Stock Purchase Plan(ESPP) with discounted stock purchase options for eligible employees(US only)
Comprehensive health coverage designedto support you family including medical dental vision wellness resources US supplemental health coverage Canada
Health Savings Account contributionsfrom Upstartfor eligible plans(US only)
Income protection benefits including life insurance disability coverage for added financial security
Paid time off sick leave company holidays alignedwith local requirements
Paid family parental leave supporting caregiving major life moments duration variesby country
Family-centered benefits supporting fertility parenthood caregiving needs
Employee Assistance Program(EAP) offering mental health support life-centered resources
Financial wellness resources including access financial planning tools financial concierge service(US Only)
Annual wellness allowance supporting physical emotional well-being personal development basedon what matters most
Annual productivity allowance investing relevant tools resources needed do best work no matter where work from
Connection community through team events all-company updates employee resource groups(ERGs)
Onsite perks including catered lunches fully stocked micro-kitchens when workingfrom offices Bay Area Austin Columbus New York City(opening Summer2026!)

For roles basedin Canada please note not currently able hire candidates basedin Quebec. Upstart is a proud Equal Opportunity Employer committed inclusive fair hiring practices. If require reasonable accommodation completing application interviewing pre-employment testing participating employee selection process email candidate_accommodations@upstart.com https://www.upstart.com/candidate_privacy_policy