Senior Complaints Specialist
Core
Investigate and resolve escalated and regulated customer complaints for Upstart's lending products while identifying root causes to improve processes and reduce risk.
Role type
Senior Complaints Specialist (Regulatory & Customer Experience)
Builds
Timely, accurate complaint resolutions and improved customer experience processes
Domain
Financial Services / Consumer Lending / Regulatory Compliance
Deliverable
client delivery
Required skills
Regulatory complaint investigation, Root cause analysis, Consumer protection law application (FCRA, UDAAP, FDCPA, ECOA), Written documentation, Trend analysis, Cross-functional partnership
Preferred skills
CRCM certification, Auto lending or HELOC product experience, Data analysis for operational improvements, Cross-functional collaboration
Technologies
None stated
Responsibilities
Manage a queue of customer complaints, completing accurate investigations and resolutions within established timelines. Investigate sensitive, escalated, and regulated complaints, identify root causes and potential customer harm, and determine appropriate remediation. Apply relevant consumer protection requirements, including FCRA, UDAAP, FDCPA, and ECOA, when evaluating complaints and potential regulatory concerns. Produce clear, accurate written complaint responses and maintain documentation that supports complaint decisions and outcomes. Analyze complaint trends and recurring issues to identify root causes and recommend improvements that reduce repeat complaints and customer harm. Partner with Operations, Legal, Compliance, Risk, and other teams to strengthen complaint processes, customer experiences, and risk controls.
Seniority
Senior, hands-on IC