Senior Complaints Specialist, Upstart

• 2 years of experience investigating customer complaints and responding in written form
• Strong attention to detail and ability to multitask
• Exceptional written communication skills
• Ability to quickly learn and adapt to new technology systems and processes

Desirable

• As the Senior Complaints Specialist at Upstart, you will be responsible for ensuring that Upstart provides high quality customer experience, complies with all federal and state regulations, and adheres to Upstart’s policies and procedures
• You will be an escalation point for customer complaints, perform in-depth investigations, analyze trends and report to senior leadership, and provide feedback and recommendations to management as needed
• Quickly and accurately review complaints to identify root cause, determine appropriate resolution, craft and deliver a response to the complainant and remediate any potential customer harm (as necessary)
• Manage a pipeline of complaint cases and determine the appropriate partners to collaborate with to resolve the customer’s complaint
• Remain up to date on organizational policies and processes to ensure timely responses can be provide
• The team operates on the East/West coast time zones