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Company Name : Upstart
Location : Columbus, OH 43219
Position : Account Resolution Specialist
Job Description : About UpstartUpstart is a leading AI lending platform partnering with banks and credit unions to expand access to affordable credit. As we transitioned to being a public company, we’re now poised to leverage our domain expertise and revolutionize every aspect of lending and credit risk evaluation. We’ve recently expanded our offerings to include automobile refinancing and we plan to take on more verticals as the business grows.By leveraging Upstart’s AI platform, Upstart-powered banks and credit unions 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 not only supports a large remote workforce, but also has offices in San Mateo, CA; Columbus, OH; and Austin, TX.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!—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 + $1200 to spend in your first year for tech equipment and catered lunch every day in our beautiful office).Location: While we are remote now, we will return to the Upstart office in Columbus in Q1 2022. This will require employees to be onsite. We cannot provide relocation assistance.The TeamThe Loss Mitigation Team is responsible for assisting Upstart borrowers who encounter financial hardships and offering payment plans, deferrals, and/or settlements if needed, while ensuring that Upstart remains accountable to our partners and adhere to regulations.As a Loss Mitigation Specialist at Upstart, you will assist with some aspects of loan repayments and servicing; this includes providing customer service to borrowers, contacting past due accounts, performing research, and improving Upstart’s servicing process to exceed industry performance. Your focus will be on Hardships or Settlements.How you’ll make an impact: The Hardship Team is responsible for assisting customers who are facing unexpected and difficult life events and are temporarily unable to make regular payments on their loan.The Settlements Team is responsible for ensuring that all possible recovery attempts have been exhausted. The team analyzes and leverages settlement options to ensure the best possible outcome.Responding to inquiries from customers regarding eligibility requirements, benefits for enrolling in the program and the application process.Reviewing submitted applications and following up on missing details and/or documents.Thoroughly research customer inquiries and provide resolution within established timeframes.Identify and communicate issues and trends regarding service/product which may affect customers and recommend solutions.What we’re looking for: Minimum Requirements:2 – 3 years’ experience working in a similar role, or customer service role within a financial services institution, preferablyDemonstrate ability to think critically, root cause problems by analyzing data, and recommend solutionsDemonstrate ability to effectively negotiate and deliver resultsDemonstrate ability to understand borrowers’ situations, empathize with their challenges, and effectively communicate Upstart’s solutions and procedures to help themPerform effectively in a high volume and fast-paced environment with a high degree of accuracy and productivityMust have strong verbal / writing skills and able to present information in a clear mannerStrong team player, prioritizing the needs of the customer and team over the needs of the selfAbility to handle confidential financial information appropriatelyBA / BS degree, Associates degree, or equivalent work experienceWhat 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: $23.50 – $24.50 per hourBenefits:401(k)401(k) matchingDental insuranceDisability insuranceEmployee assistance programEmployee discountFlexible spending accountHealth insuranceHealth savings accountLife insurancePaid time offParental leaveVision insuranceSchedule:8 hour shiftDay shiftMonday to FridayOvertimeSupplemental 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.Application Question(s):Please share your preferred email address – this is the best way to ensure Upstart emails do not go to Spam!Language:Spanish (Preferred)Work Location: One location
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