Customer Experience Specialist, Home Lending
Upstart, Columbus, OH, United States
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.
Role Overview 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 Columbus, Ohio
In‑Office Requirements Required to work from the Eastion, Ohio office at least two days per week.
Travel Requirements Minimal travel required; occasional in‑person collaboration sessions as scheduled.
Compensation Hourly rate range: $25.48—$25.48 USD. Non‑exempt position with eligibility for overtime over 40 hours per week.
Benefits
Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly.
Generous 401(k) plan with Upstart matching $2 for every $1 contributed, up to $15,000 per year.
Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees.
Affordable medical, dental, and vision coverage—Upstart covers 90%‑100% of the cost depending on the plan.
Health Savings Account contributions from Upstart for eligible plans.
Income protection benefits—company‑paid Basic Life, AD&D, and Short‑ and Long‑Term Disability coverage, with options to purchase supplemental coverage.
Paid time off, sick and safe time, and company holidays.
Paid family and parental leave to support caregiving and major life moments.
Family‑centered benefits through Carrot and Cleo, supporting fertility, parenthood, and caregiving.
Employee Assistance Program (EAP) offering mental health support and life‑centered resources.
Financial wellness resources, including access to financial planning tools and a financial concierge service.
Annual wellness allowance to support your physical and emotional well‑being and personal development.
Annual productivity allowance to invest in relevant tools and resources you need to do your best work.
Connection and community through team events, all‑company updates, and employee resource groups (ERGs).
On‑site perks, including catered lunches and fully stocked micro‑kitchens in our four offices.
Equal Opportunity Employer Upstart is a proud Equal Opportunity Employer. Just as we are dedicated to improving access to affordable credit for all, we are committed to inclusive and fair hiring practices.
Accommodations If you require reasonable accommodation in completing an application, interviewing, completing any pre‑employment testing, or otherwise participating in the employee selection process, please email candidate_accommodations@upstart.com.
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Role Overview 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 Columbus, Ohio
In‑Office Requirements Required to work from the Eastion, Ohio office at least two days per week.
Travel Requirements Minimal travel required; occasional in‑person collaboration sessions as scheduled.
Compensation Hourly rate range: $25.48—$25.48 USD. Non‑exempt position with eligibility for overtime over 40 hours per week.
Benefits
Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly.
Generous 401(k) plan with Upstart matching $2 for every $1 contributed, up to $15,000 per year.
Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees.
Affordable medical, dental, and vision coverage—Upstart covers 90%‑100% of the cost depending on the plan.
Health Savings Account contributions from Upstart for eligible plans.
Income protection benefits—company‑paid Basic Life, AD&D, and Short‑ and Long‑Term Disability coverage, with options to purchase supplemental coverage.
Paid time off, sick and safe time, and company holidays.
Paid family and parental leave to support caregiving and major life moments.
Family‑centered benefits through Carrot and Cleo, supporting fertility, parenthood, and caregiving.
Employee Assistance Program (EAP) offering mental health support and life‑centered resources.
Financial wellness resources, including access to financial planning tools and a financial concierge service.
Annual wellness allowance to support your physical and emotional well‑being and personal development.
Annual productivity allowance to invest in relevant tools and resources you need to do your best work.
Connection and community through team events, all‑company updates, and employee resource groups (ERGs).
On‑site perks, including catered lunches and fully stocked micro‑kitchens in our four offices.
Equal Opportunity Employer Upstart is a proud Equal Opportunity Employer. Just as we are dedicated to improving access to affordable credit for all, we are committed to inclusive and fair hiring practices.
Accommodations If you require reasonable accommodation in completing an application, interviewing, completing any pre‑employment testing, or otherwise participating in the employee selection process, please email candidate_accommodations@upstart.com.
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