Customer Experience Specialist, Home Lending

The Customer Experience Specialist, Home Lending at Upstart serves as the initial point of contact for individuals exploring or applying for home lending products. This role is integral to the Home Lending Operations team, which is dedicated to creating a borrower experience that is clear, accessible, and human from the first interaction through loan funding. Upstart is a leading AI lending marketplace committed to expanding access to affordable credit through innovative technology.

In this position, the specialist is responsible for answering inbound calls from prospective borrowers, guiding them through the application process, and addressing product-related questions. They also respond to email inquiries and manage real-time chat support, providing accurate and timely information. Handling escalation calls from applicants requesting a supervisor is another key responsibility, ensuring concerns are resolved professionally while adhering to compliance and policy guidelines. Additionally, the role involves maintaining accurate records of borrower interactions and collaborating with internal teams to ensure consistency across all borrower touchpoints.

Candidates should have 1–2 years of experience in customer service, call centers, or borrower support within financial services or fintech environments. Outstanding communication and interpersonal skills are essential, along with the ability to explain complex information clearly and professionally. The role requires proficiency in navigating multiple systems and tools simultaneously, such as Salesforce and Vesta. Applicants must reside within 60 miles of Columbus, OH, and be able to work from the office at least two days per week.

Upstart offers competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly. The company provides a generous 401(k) plan with matching contributions, affordable medical, dental, and vision coverage, and paid time off, including sick and safe time and company holidays. Additional benefits include paid family and parental leave, wellness allowances, and employee assistance programs.

Upstart fosters a digital-first work environment, allowing employees the flexibility to work from where they thrive, with intentional in-person connections through team onsites and planning sessions. The company emphasizes innovation, collaboration, and a mission-driven culture, offering growth opportunities and a supportive community for its employees.