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Job Description

The Team:

Upstart’s Auto Operations team is growing and we're seeking Operations Associates to support our Onboarding organization for Auto-secured loan products. In this role, you will support the operations of one or more of our core business verticals based on the needs of our business. As an Operations Associate or contractor, your impact will be immediately felt by our customers as you assist with reviewing loan applications and directly interact with customers each and every day by phone or through email correspondence. The role requires excellent verbal and written communication skills, strong analytical and problem-solving abilities, and a passion for high-quality customer service.

How you’ll make an impact

• Process loan applications by reviewing all documents submitted from potential borrowers and/or requesting additional documentation as needed to drive applications to a final state. Document reviews include employment, income, identity, and tax documents.

• Communicate and support applicants either over the phone or through written correspondence regarding the status of their application, troubleshooting application issues, answering questions regarding loan repayments, and guide customers through self-service options online and through delinquency related issues - all while providing a pristine customer experience.

• Build trust and cultivate borrower, investor, and colleague relationships.

• Complete additional ad hoc tasks as assigned to aid in the operational goals of the operations department and customer experience team.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

Minimum Qualifications

• 1+ year of experience in loan processing or similar experience at a Financial Institution.

• Passion for delivering a great customer experience.

• Ability to interpret written policy and procedures and apply to the present situation.

• Strong written and verbal communication skills and the ability to address applicants in an objective yet empathetic manner.

• Impeccable judgment and acute attention to detail; ability to identify/anticipate customers’ needs and clarify information.

• Proven track record of excelling in a metric-based environment.

• BA/ BS degree, Associates degree, or equivalent work experience in financial services or auto lending.