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Company Name : Upstart
Location : Columbus, OH 43219
Position : Customer Experience Associate
Job Description : Upstart is a leading AI lending platform partnering with banks to expand access to affordable credit. Forbes recently ranked Upstart #12 on its list of “most promising AI companies in America.” Inc. Magazine also recognized Upstart as one of the Best Workplaces for 2020.By leveraging Upstart’s AI platform, Upstart-powered banks can have higher approval rates and lower loss rates, while simultaneously delivering the exceptional digital-first lending experience their customers demand. Upstart’s patent-pending platform is the first to receive a no-action letter from the Consumer Financial Protection Bureau related to fair lending. Upstart is based in San Mateo, California and Columbus, Ohio.Most Upstarters join us because they connect with our mission of enabling access to effortless credit based on true risk. If you are energized by the impact you can make at Upstart, we’d love to hear from you!—Our Ops team is the fastest scaling team in the org and we’re seeking Customer Experience Associates to join us. Our CE team are incredibly important as they are on the front lines, communicating directly with our borrowers via phone and email. The role requires excellent communication skills, strong analytical and problem-solving abilities, and a passion for high-quality customer service.You don’t have to be a financial services or credit guru – we provide 4 weeks of training to all new hires so that you can start your new role with a solid foundation.Our comp package includes base pay + annual bonus + equity and amazing benefits and perks (like a new Mac + $1000 to spend in your first year for tech equipment and catered lunch every day in our beautiful office).How you’ll make an impact: Deliver an exceptional customer experience to our customers (borrowers), and provide guidance regarding the servicing of their loans; common customer inquiries range from questions regarding payments (due dates, payment amounts, etc), credit reporting, payoff information, and applying for hardshipsEnsure that all interactions encourage customer satisfaction, effectiveness, proficiency, and qualityAct with confidence by answering and/or finding answers to customer questions and finding solutions to customer issuesDemonstrate sound judgment in decision making, and appropriately following established guidelines and proceduresExceed key performance indicators measuring personal productivity, quality, and service levelWhat we’re looking forMinimum requirements: 1+ year of experience in customer service, or customer facing rolePassion for delivering a great customer experienceGreat communication skills with an ability to communicate with empathyDetail-oriented, self-motivated, and able to make independent decisions exercising good judgementStrong problem-solving skills, a “detective” mindset, and a curious natureAbility to work 8 hours on either Saturday or Sunday on a rotating basis (there is a $2/hr pay increase for hours worked on the weekend!)BA / BS degree, Associates degree, or equivalent work experiencePreferred qualifications: 1+ year experience in consumer lending, personal banking, loan servicing, or similarWhat you’ll love: Competitive Compensation (base + bonus + equity)Comprehensive medical, dental, and vision coveragePersonal Development and Technology & Ergonomic BudgetsLife insurance and disability benefitsClubs and Activities (Game Nights, Fitstarters, Superwomen, Book Club, Investing Club, Money Discussions, Photography Club and Basketball teams)Generous vacation policy401(k) + matchCatered lunches + snacks & drinksUpstart is a proud Equal Opportunity Employer. We are dedicated to ensuring that underrepresented classes receive better access to affordable credit, and are just as committed to embracing diversity and inclusion in our hiring practices. We celebrate all cultures, backgrounds, perspectives, and experiences, and know that we can only become better together.https://www.upstart.com/candidate_privacy_policyWork RemotelyTemporarily due to COVID-19Job Type: Full-timePay: $20.00 – $21.00 per hourBenefits:401(k)401(k) matchingDental insuranceDisability insuranceEmployee assistance programEmployee discountFlexible spending accountHealth insuranceLife insurancePaid time offPaid trainingProfit sharingVision insuranceSchedule:8 hour shiftDay shiftMonday to FridayOvertimeWeekend availabilitySupplemental Pay:Bonus payCOVID-19 considerations:While we are remote currently, we will return to our Columbus, Ohio office in Q2 2022. This is an onsite position and will require employees to be onsite 5 days/week.Ability to commute/relocate:Columbus, OH 43219: Reliably commute or planning to relocate before starting work (Required)Application Question(s):Please share your preferred email address – this is the best way to ensure Upstart emails do not go to Spam!Because this position will require you to be on the phone with customers and sharing personal data, you will need a private and quiet office space – please confirm you have access to this.Are you able to work on Saturday as part of a rotating schedule?Language:Spanish (Preferred)Work Location: One location
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