Senior Complaints Specialist, Upstart

• 1+ years experience handling regulatory escalated customer complaints within a financial institution, lending organization, or other regulated financial services environment (Consumer Financial Protection Bureau (CFPB), Better Business Bureau (BBB), State Attorney General, etc.)
• Experience conducting complaint investigations, documenting findings, identifying root causes, and determining or recommending customer resolutions
• Experience applying consumer financial regulations or requirements to complaint investigations and customer outcomes
• Knowledge of consumer financial regulations such as the Fair Credit Reporting Act (FCRA), Unfair, Deceptive, or Abusive Acts or Practices (UDAAP), Fair Debt Collection Practices Act (FDCPA), and Equal Credit Opportunity Act (ECOA)

Desirable

• Upstart’s Complaints team is responsible for investigating and resolving customer complaints across our lending products while helping protect customers and the business from regulatory and operational risk
• The team partners closely with Operations, Legal, Compliance, and Risk to deliver timely and accurate resolutions and identify opportunities to improve the customer experience
• As a Senior Complaints Specialist at Upstart, you will investigate and resolve escalated and regulated customer complaints, applying regulatory knowledge and sound judgment to determine appropriate outcomes
• You’ll also look beyond individual cases to identify recurring issues, surface trends, and help improve the processes and controls that shape the customer experience
• Manage a queue of customer complaints, completing accurate investigations and resolutions within established productivity, quality, and regulatory timelines
• Investigate sensitive, escalated, and regulated complaints, identify root causes and potential customer harm, and determine appropriate remediation
• Apply relevant consumer protection requirements, including FCRA, UDAAP, FDCPA, and ECOA, when evaluating complaints and potential regulatory concerns
• Produce clear, accurate written complaint responses and maintain documentation that supports complaint decisions and outcomes
• Analyze complaint trends and recurring issues to identify root causes and recommend improvements that reduce repeat complaints and customer harm
• Partner with Operations, Legal, Compliance, Risk, and other teams to strengthen complaint processes, customer experiences, and risk controls