Customer Experience (Loan Servicing) - Temp to Hire

  • Upstart
  • San Carlos, CA, USA
  • Jul 17, 2018
Full time Customer Service

Job Description

Upstart is frequently rated the #1 online lending platform by its customers. This is only possible by having the most passionate and dedicated Loan Servicing Specialists that know how to be fast problem solvers and have a strong empathy for our customers’ needs. As a Loan Servicing Specialist, you will be taking care of our customers in regards to their payments and performing research. One of our values is to be smart and know that we might be wrong and what that means to you is we expect that even though our customers are happy, we expect that you will offer ideas and be an active team participant to improve Upstart’s servicing process to exceed industry recovery performance.

We’re looking for someone that is genuinely interested in helping our customers improve their financial situation. Our team needs someone that is highly organized, loves keeping meticulous and informative records, has a “detective” mindset, and a curious nature.

Here’s more about what you’ll be doing:

  • Communicate in a positive effective manner with customers to find solutions that bring accounts current, or assist with borrower’s hardship.
  • Develop and improve internal repayment process, tools, and techniques to improve portfolio performance
  • Exceed key performance indicators measuring personal productivity, quality, and service level as defined by management
  • Maintaining strict adherence to corporate policies and procedures in line with FDCPA and TCP


  • 1+ years of experience in customer-facing service roles, such as retail management, bank teller, etc
  • Ability to balance following instructions and protocols with exercising judgment when dealing with unfamiliar customer situations
  • Demonstrate ability to think critically about borrower situations and determine the best solution to bring the account current
  • Able to represent Upstart in a friendly and professional manner at all times especially when dealing with difficult situations and customers
  • Excellent phone presentation and written communication skills. Can communicate information in a clear, concise, and warm manner
  • Highly organized, detail oriented and self-motivated
  • Associate’s degree required. Bachelor’s degree preferred

Details about Applying:

Since Upstart is growing tremendously, we’re always actively filling this role on a monthly basis. We will review every application in consideration for now or future roles. Therefore, there is no need to apply to this position multiple times.