Senior Complaints Specialist

Upstart’s Complaints team is responsible for investigating and resolving customer complaints across our lending products while helping protect customers and the business from regulatory and operational risk. The team partners closely with Operations, Legal, Compliance, and Risk to deliver timely and accurate resolutions and identify opportunities to improve the customer experience.

As a Senior Complaints Specialist at Upstart, you will investigate and resolve escalated and regulated customer complaints, applying regulatory knowledge and sound judgment to determine appropriate outcomes. You’ll also look beyond individual cases to identify recurring issues, surface trends, and help improve the processes and controls that shape the customer experience.

How you’ll make an impact

• Manage a queue of customer complaints, completing accurate investigations and resolutions within established productivity, quality, and regulatory 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.

Minimum Qualifications

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