The Team: 

The HELOC Underwriting team is responsible for evaluating loan applications and making sound, policy-aligned credit decisions. This team ensures consistent application of underwriting guidelines across approvals and declines, validates borrower income and assets, and identifies potential fraud risks. The team partners with Processing, Closing, and Quality to ensure accurate and efficient loan decisioning and funding.

As a Senior Home Lending Underwriter, you’ll partner closely with our Licensed Loan Advisors to ensure loan decisions are accurate and timely. It is your responsibility to ensure that we are originating quality, sellable loans that adhere to our underwriting policy and procedures. You will also need a keen eye for process improvements, and a track record of exceptional recommendations to enable Upstart to originate high quality loans.

How you’ll make an impact

• Approval & decline accuracy: Ensure all approval and decline decisions are well-supported, clearly documented, and consistent with credit policy and regulatory expectations.
• Income & asset validation: Accurately calculate and validate borrower income (W-2, self-employed, variable income, rental, etc.) and assess assets to determine repayment ability.
• Fraud risk identification: Review applications for potential fraud indicators (income misrepresentation, occupancy concerns, document inconsistencies, identity risk) and take appropriate action in alignment with fraud protocols.
• Documentation & compliance: Maintain complete, audit-ready loan files with clear rationale, supporting documentation, and decision notes.
• Operational consistency: Apply underwriting guidelines consistently and contribute to maintaining quality and reducing defects across the underwriting process.

Minimum Qualifications 

• 5+ years of residential mortgage underwriting experience with independent decisioning authority
• Demonstrated experience making both approval and decline decisions
• Strong experience calculating income across multiple borrower profiles (W-2, self-employed, variable income, rental income, etc.)
• Experience reviewing loan files for fraud risk and escalating concerns appropriately
• Experience working within an LOS and reviewing full loan documentation packages
• Strong documentation skills supporting credit decisions for QA/audit review

Preferred Qualifications

• Experience with HELOC-specific underwriting guidelines and second lien products
• Familiarity with fraud detection tools, red flag identification, and investigation workflows
• Experience in high-volume underwriting environments with SLA expectations
• Proficiency with Excel/Sheets for income calculation and loan analysis
• Familiarity with compliance and regulatory requirements related to mortgage underwriting

Position location This role is available in the following locations: Remote

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

Travel requirements As a digital first company, the majority of your work can be accomplished remotely. The majority of our employees can live and work anywhere in the U.S but are encouraged to to still spend high quality time in-person collaborating via regular onsites. The in-person sessions’ cadence varies depending on the team and role; most teams meet once or twice per quarter for 2-4 consecutive days at a time.

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The Team: 

Upstart is seeking a Collections Vendor Manager to support the day-to-day performance and operational execution of our collections vendors and closely partnered internal teams. This role serves as a primary point of contact for assigned partners, working closely with vendor leadership and internal stakeholders to ensure daily operations run smoothly and performance expectations are consistently met. The ideal candidate brings strong working knowledge of collections operations and vendor-managed environments, and is comfortable operating in the details — monitoring performance, guiding partners through issues as they arise, and supporting adherence to operational, quality, and borrower experience standards. This role plays a critical part in reinforcing accountability, supporting operational stability, and ensuring borrower interactions reflect Upstart’s standards of care, efficiency, and consistency.

How you’ll make an impact

• Drive Agency Partner Performance: Manage and monitor the day-to-day performance of external vendors responsible for collections services, ensuring they meet or exceed key performance metrics.
• Enable Business Outcomes: Collaborate with internal stakeholders to align vendor performance with Upstart’s strategic objectives, ensuring that vendor contributions drive measurable business outcomes.
• Enhance Borrower Experience: Ensure that agency partners deliver a personalized and effortless borrower experience, addressing borrower needs quickly and effectively while maintaining Upstart's commitment to quality.
• Monitor and Enforce KPIs: Track vendor performance using established KPIs, such as response times, collections success rates, customer satisfaction scores, and compliance with service level agreements (SLAs).
• Vendor Relationship Management: Build and maintain strong relationships with external agencies to foster open communication, partnership, and alignment with Upstart’s goals.
• Performance Improvement Initiatives: Collaborate with vendors to identify areas for improvement, provide actionable feedback, and work together to implement solutions that enhance efficiency and borrower outcomes.
• Cross-Functional Collaboration: Work closely with internal teams such as Operations, Legal, Risk Management, and Lending Partnerships to align vendor performance with Upstart’s broader objectives and operational needs.
• Data-Driven Analysis: Utilize data and reporting tools to track vendor performance, identify trends, and make informed decisions that drive continual improvements in service delivery. 

Minimum Qualifications 

• Bachelor’s degree in Business, Finance, Operations, or a related field, or equivalent practical experience.
• 5+ years of experience in collections, servicing, or vendor management, including experience supporting first-party operations and/or partnering with third-party BPOs in financial services, consumer lending, auto finance, or servicing environments.
• Demonstrated experience managing vendor performance against defined KPIs, SLAs, and quality standards, with the ability to assess operational health and drive accountability.
• Hands-on experience supporting or conducting vendor onsite visits, operational audits, or compliance reviews.
• Strong analytical skills, with comfort interpreting dashboards and operational metrics (e.g., productivity, adherence, QA, roll rates, abandonment, customer outcomes) and translating insights into actionable recommendations.
• Ability to operate effectively in a fast-paced, evolving environment with competing priorities.
• Strong written and verbal communication skills, with the ability to clearly communicate expectations, performance feedback, and risks to vendors and internal stakeholders.
• Ability to operate effectively in a fast-paced, evolving environment with competing priorities.
• Willingness and ability to travel domestically and internationally for vendor onsite visits as needed.

Preferred Qualifications

• Experience traveling internationally for onsite visits supporting vendor, BPO, or internal collections operations, including participation in operational reviews, audits, or readiness assessments.
• Experience supporting the launch, onboarding, or expansion of collections operations, including first-party teams and/or third-party BPO partnerships, with involvement in early-stage performance stabilization and governance setup.

Position location This role is available in the following locations: Remote.

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

Travel requirements As a digital first company, the majority of your work can be accomplished remotely. The majority of our employees can live and work anywhere in the U.S but are encouraged to to still spend high quality time in-person collaborating via regular onsites. The in-person sessions’ cadence varies depending on the team and role; most teams meet once or twice per quarter for 2-4 consecutive days at a time.

In addition, this role requires periodic travel to third-party vendor and BPO partner locations to support onsite visits, operational assessments, audits, and relationship management. Travel cadence may vary based on business needs, vendor footprint, and operational priorities, and is subject to change over time. Candidates must be willing and able to travel as needed, including occasional trips of 3–4 consecutive days, which may occur up to a monthly basis during certain periods.

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The Team: 

As a Senior Customer Contact Specialist at Upstart, you’ll be part of a multi-skilled team that supports applicants across phone, email, and other digital channels throughout the pre-origination journey. You’ll handle a wide range of regulatory, general, and complex application-related inquiries, with a primary focus on resolving escalations from our frontline vendor support  team. In this role, you’ll serve as a subject matter expert on our products and procedures—answering associate questions in Slack, contributing to scripts and templates, and ensuring every interaction meets our quality, compliance, and SLA expectations.

How you’ll make an impact

• Respond to inbound email/phone inquiries and manage real-time chat support (in future-state implementation), providing accurate, helpful, and timely information.
• Take ownership of escalation calls from applicants requesting a supervisor, resolving concerns professionally while adhering to compliance and policy guidelines.
• Act as a subject matter expert by answering questions from our vendor support teams via slack.
• Support funnel conversion by proactively identifying and addressing common applicant questions or pain points.
• Maintain accurate notes of all applicant interactions to ensure visibility and alignment across teams.
• Identify opportunities to improve CX processes, documentation, or messaging based on recurring feedback or support trends.

Minimum Qualifications

• 1–2 years of experience in customer service and/or contact center support within a financial services or fintech environment.
• Outstanding communication and interpersonal skills, including the ability to explain complex information clearly and professionally.
• Proven ability to handle sensitive or escalated customer conversations with empathy and professionalism.
• Comfortable navigating multiple systems and tools simultaneously (e.g., Salesforce, Vesta, telephony and chat platforms).
• Demonstrated expertise in time management, effectively prioritizing and balancing competing tasks to meet tight deadlines.
• Impeccable judgment and acute attention to detail; ability to identify/anticipate  customers’ needs and clarify information.
• Proven track record of excelling in a metric based environment.

Preferred Qualifications

• Financial services industry experience.
• Familiarity with front-line customer support tools and knowledge management platforms.
• Comfort working in high-growth, change-oriented environments where feedback loops are fast and frequent.
• Previous experience providing service for multiple product lines

Position location This role is available in the following locations:  within 60 mi of Columbus, OH

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

• The open shift times that we currently have are: 
  • Tuesday-Saturday: 11:30-8pm (EST)
  • Sunday-Thursday: 11:30-8pm (EST)

Travel requirements As a digital first company, the majority of your work can be accomplished remotely. The majority of our employees can live and work anywhere in the U.S but are encouraged to to still spend high quality time in-person collaborating via regular onsites. The in-person sessions’ cadence varies depending on the team and role; most teams meet once or twice per quarter for 2-4 consecutive days at a time. For this specific team and role, you are required to be in office 2 days a week.

The Team: 

At Upstart, we’re revolutionizing the collections industry by prioritizing empathy, results, and rewarding success. As a Senior Collections Agent, you’ll be at the forefront of helping borrowers overcome financial challenges while achieving outstanding performance outcomes. This role is perfect for individuals who excel in negotiation, compassionate communication, and driving measurable results in a fast-paced, performance-driven environment.

How you’ll make an impact

• Empower Borrowers: Leverage your expertise in collections to offer personalized solutions to help borrowers bring their accounts current through effective negotiation, empathy, and a deep understanding of payment plans and delinquency management.
• Deliver Results: Excel in collections performance by exceeding KPIs, such as dollars collected per productive hour and promise-to-pay (PTP) commitments kept within 7 days of Right Party Contact (RPC).
• Drive Innovation: Contribute to improving collections practices by participating in initiatives to enhance borrower support, process efficiency, and program outcomes.

What Success Looks Like

• As a Senior Collections Agent, your success will be measured by your ability to consistently deliver exceptional results through high-level execution of key metrics:
• Dollars Collected per Productive Hour: Maximize recovery efforts by driving efficiency in every interaction.
• Promise-to-Pay Commitments: Secure and uphold meaningful borrower commitments, ensuring  Promise to pay  agreements are fulfilled within 7 days of RPCs by negotiating effectively and efficiently.

Key Attributes for Success:

• A results-driven mindset, turning every borrower interaction into an opportunity to achieve impactful outcomes.
• Strong negotiation skills and the ability to build trust with borrowers quickly, using proven techniques that drive positive payment resolutions. 
• Effective time management to balance high call volumes with personalized and strategic borrower support.

Minimum Qualifications 

• At least 2 years in a collections role at a Financial Institution with proven success meeting performance goals.
• Demonstrated ability to effectively engage borrowers, secure agreements, and handle challenging conversations with professionalism and empathy.
• Familiarity with FDCPA, TCPA, and other relevant collections laws and best practices.
• Proven ability to thrive in a results-oriented environment with experience improving key performance metrics (KPIs).

Preferred Qualifications

• 3+ years of full-time employment experience successfully recovering high-risk or delinquent accounts, including managing hardship programs, settlements, and tailored borrower solutions. 
• Demonstrated ability to negotiate and finalize settlements, ensuring optimal recovery rates while adhering to company policies and regulatory guidelines.
• Proven ability to secure high-value agreements while maintaining positive borrower relationships and consistently meeting or exceeding PTP and collection goals.
• Deep understanding of collections laws and compliance standards, including FDCPA, TCPA, and state-specific regulations.
• Skilled at analyzing performance metrics, optimizing productivity, and excelling in a results-oriented environment.
• Skilled in de-escalating challenging conversations, building trust, and presenting effective payment plans under pressure.

Position location This role is available in the following locations: Remote.

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

Travel requirements As a digital first company, the majority of your work can be accomplished remotely. The majority of our employees can live and work anywhere in the U.S but are encouraged to to still spend high quality time in-person collaborating via regular onsites. The in-person sessions’ cadence varies depending on the team and role; most teams meet once or twice per quarter for 2-4 consecutive days at a time.

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The Team: 

Upstart’s Operations team is the fastest growing team in the org and we're seeking a Senior Loan Processor, Personal Loans to join us on the ground level to support our Onboarding organization. In this flexible role, you will support the operations of one or more of our core business verticals based on the needs of our business. 

As a Senior Loan Processor, Personal Loans, you will be responsible for managing workflows and tasks, ensuring that a loan application makes its way through our process smoothly and accurately. You will be an integral part of our Ops organization.The role requires excellent communication skills, strong analytical and problem-solving abilities and a passion for high-quality customer service.

How you’ll make an impact

• Support various operational workflows related to loan processing, closing coordination, and post-close documentation.
• Manage and prioritize a personal pipeline of loan files, ensuring accuracy, completeness, and timely movement through the process.
• Review applicant-submitted information and documentation, identify gaps or inconsistencies, and follow up as needed.
• Maintain clear, detailed notes in systems such as Vesta and Salesforce to ensure visibility across the team.
• Collaborate with teammates across Pods, Quality, and Training to identify opportunities to improve workflows and borrower experience.
• Adapt to changing business needs by taking on new responsibilities and workflows as the team scales.

Minimum Qualifications 

• 1+ years of experience in loan processing or loan officer roles at a Financial Institution or Mortgage company directly supporting customers
• Proven experience handling difficult or complex customer communications both verbally and in writing, including the ability to generate succinct timelines and escalation details
• Experience reviewing various tax forms and schedules, financial statements, credit reports, and general lending concepts
• Strong understanding of  the personal loan process, from application through closing
• High School Diploma or GED

Preferred Qualifications

• Familiarity with  and other regulatory requirements in surrounding unsecured loan products.
• Experience supporting applicants or coordinating with third-party vendors.
• Proven adaptability in high-growth, fast-paced environments.
• Effective communicator with a team-oriented mindset and willingness to jump in where needed

Position location This role is available in the following locations: Columbus, OH

Time zone requirements The team operates on the East coast time zone.

In-Office requirements. You will be required to work from the Columbus, Ohio office 2 days per week (must be within a 60 mile radius). The in office days for this team are Wednesday and Thursday. Depending on business needs, agents may be asked to work from the office more often.

Shift time requirements: You must be able to adhere to a Tuesday-Saturday work schedule aligning to one of the below shift times.

• 6:30am - 3:00pm ET 
• 9:00am - 5:30pm ET
• 10:00am - 6:30pm ET

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