Customer Experience Specialist, Home Lending

R-7397
Operations

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: The Home Lending Operations team at Upstart is building a borrower experience that is clear, accessible, and human—from the very first interaction through to loan funding. While most of the loan lifecycle is handled by pod-based specialists, the Customer Experience (CX) team plays a pivotal role in guiding potential borrowers and early-stage applicants through the process. This team is instrumental in reducing reliance on traditional call centers by providing proactive, personalized support via phone, email, and chat. As a Customer Experience Specialist, you’ll be the first point of contact for individuals exploring or applying for a home lending product. You’ll answer questions, resolve concerns, and ensure early-stage interactions reflect Upstart’s mission of delivering an effortless credit experience. You’ll also handle escalations from across the operation, requiring empathy, professionalism, and sound judgment. How you’ll make an impact

Answer inbound calls from prospective borrowers and applicants whose files have not yet been assigned to a processing pod, guiding them through next steps and answering product questions.
Respond to inbound email 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.
Support funnel conversion by proactively identifying and addressing common applicant questions or pain points.
Maintain accurate notes of all borrower interactions in tools such as Salesforce and Vesta to ensure visibility and alignment across teams.
Identify opportunities to improve CX processes, documentation, or messaging based on recurring feedback or support trends.
Collaborate with Pods, Training, and Quality teams to ensure consistency across all borrower touch points.

Minimum Qualifications

1–2 years of experience in customer service, call center, or borrower 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).
Ability to work standard hours (9 AM – 5:30 PM EST) and occasional weekends as business needs evolve.
Reside within 60 miles of Columbus, OH, and able to work from the office at least two days per week.

Preferred Qualifications

Experience in mortgage, home equity, or consumer lending operations.
Familiarity with front-line customer support tools and knowledge management platforms.
Experience in early-stage applicant engagement or lead nurturing.
Comfort working in high-growth, change-oriented environments where feedback loops are fast and frequent.

Position location This role is available in the following location: Columbus, Ohio In-Office requirements You will be required to work from the Easton (Columbus), Ohio office 2 days per week. Travel requirements As a digital first company... The majority of our employees can live/work anywhere but are encouraged for regular onsite collaboration once or twice per quarter.

LI-Entry

This is a Non-Exempt position paid hourly on bi-weekly basis with eligibility for overtime pay as required by state law. Columbus OH - Anticipated Hourly Rate Range: $25.48—$25.48 USD What you'll love At Upstart benefits are designed to support your health... including competitive compensation base pay bonus opportunities annual equity grants vesting quarterly; generous retirement plan; employee stock purchase plan; medical/dental/vision coverage; income protection benefits; paid time off; family leave; employee assistance program; financial wellness resources; annual wellness allowance; productivity allowance; community events; onsite perks. Upstart is an Equal Opportunity Employer committed to inclusive/fair hiring practices. If reasonable accommodation needed during application/interview/pre-employment testing/selection process email candidate_accommodations@upstart.com Privacy policy link: https://www.upstart.com/candidate_privacy_policy