Senior Borrower Experience Specialist

About Upstart

Upstart is the leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. By leveraging Upstart's AI marketplace, Upstart-powered banks and credit unions can have higher approval rates and lower loss rates across races, ages, and genders, while simultaneously delivering the exceptional digital-first lending experience their customers demand. More than 80% of borrowers are approved instantly, with zero documentation to upload.

Upstart is a digital-first company, which means that most Upstarters live and work anywhere in the United States. However, we also have offices in San Mateoメール, California;
Columbus, Ohio;
Austin, Texas; and New York City, NY (opening Summer 2026).

Most Upstarters join us because they connect with our mission of enabling access to effortless credit based on true risk. If you are energized by the impact you can make at Upstart, we’d love to hear from you!

As a Senior Borrower Experience Specialist at Upstart, you will play a critical role in Servicing Operations by analyzing quality audit data to uncover key insights and drive strategic improvements across borrower experience, compliance, risk management, and operational efficiency. Beyond ensuring adherence to policies and regulations, you will leverage data-driven insights to proactively identify thematic trends, systemic gaps, and areas for process enhancement, ultimately contributing to a best-in-class borrower experience.

• Analyze quality audits, borrower feedback, and sentiment data to identify systemic pain points, compliance risks, and operational inefficiencies across all servicing channels.
• Develop clear, data-driven insights and recommendations to improve the end-to సుహ్రి　experience.
• Deliver concise reporting and documentation to inform Servicing leadership and cross‑functional partners.
• Proactively identify compliance gaps, procedural inconsistencies, and efficiency opportunities using audit and performance data.
• Partner with Compliance, Legal, Risk, Training, and Operations to ensure borrower interactions are compliant, efficient, and borrower‑centric.
• Lead initiatives that improve resolution processes, servicing workflows, and agent effectiveness.
• Define and track success metrics to measure the impact of process, policy, and experience improvements.
• Use quality insights to inform training programs, coaching strategies, and behavioral expectations for frontline agents.
• Translate borrower experience findings into targeted coaching guides, best‑practice playbooks, and performance standards.
• Review and advise on agent scripts, knowledge‑base content, and AI prompts to ensure clarity, compliance, and borrower‑focused tone.
• Influence policy updates, process automation, and AI‑driven support enhancements based on quality‑driven insights.
• Communicate findings and recommendations across Operations, Product, and Process Excellence teams.
• Improve audit processes, reporting capabilities, and feedback loops to increase efficiency, visibility, and accountability.

• 4+ years experience in process or product improvement, QA or a combination.
• Knowledge of some or all applicable regulations FCRA, TILA, FDCPA, ECOA, UDAAP, EFTA, BSA/AML, OFAC, GLBA.
Must have strong verbal / writing skills and ability to present information in a clear and concise manner.
• Proficiency with Google Workspace tools, particularly Google Forms, Sheets, and Docs, to build audit forms, structure data collection, and streamline reporting workflows.
• Demonstrate ability to learn fast and  to work.
• Balance ability imprimir fast with a high degree of accuracy and detail.
• Demonstrate the ability to think critically and communicate thoughts and ideas.
• Proven track record of taking ownership of issues and driving results.
• Strong sense of discretion and professionalism.

• Experience with Fair Lending analysis a plus
• Bilingual:
  Spanish and English is a plus
• BAVerBS degree

This role is available in the following locations:
Remote.

The team operates on the East/West coast time zones.

As a digital…