Lead Borrower Success Associate, Upstart

• 4+ years of experience in operations, servicing, customer support, or workflow management within a fast-paced operational environment
• Experience partnering cross-functionally with teams such as Loss Mitigation, Collections, Onboarding and Operations to resolve operational issues and improve processe

Desirable

• Upstart’s Borrower Success team supports borrowers throughout the servicing experience by delivering operational excellence, resolving complex issues, and continuously improving workflows that drive efficiency and consistency across servicing operations
• The team partners closely with Operations, Loss Mitigation, Collection, Onboarding and Support teams to improve borrower outcomes, strengthen frontline effectiveness, and scale operational processes as the business grows
• As a Lead Borrower Success Associate at Upstart, you will serve as a subject matter expert supporting high-impact operational work across servicing operations
• You will help improve workflow efficiency, manage escalations and operational risk, support frontline operations, and partner cross-functionally to identify and implement scalable process improvements that enhance both the borrower and agent experience
• Serve as a subject matter expert across servicing operations, providing operational guidance, escalation support, and workflow expertise to frontline teams and cross-functional partners
• Monitor operational workflows, queue health, and backlog trends to identify risks, improve responsiveness, and maintain operational consistency
• Investigate and resolve complex borrower escalations, operational issues, and workflow breakdowns while balancing borrower experience, compliance expectations, and business priorities
• Partner with Operations, Loss Mitigation, Collections and Onboarding management teams to improve workflows, resolve blockers, and support operational improvement initiatives
• Identify process gaps and inefficiencies, recommend scalable solutions, and support implementation of workflow and tooling enhancements
• Maintain and improve process documentation, operational guidance, and knowledge resources to support consistency and operational readiness across the team
• Support frontline servicing operations as business needs evolve, including borrower-facing support across email, phone, and future chat-based workflows
• Use operational data, workflow insights, and business context to prioritize competing demands and support continuous improvement efforts across servicing operations