Senior Complaints Specialist

About this role

About Upstart

At Upstart, we’re united by a mission that matters: to radically reduce the cost and complexity of borrowing for all Americans. Every day, we bring creativity, experimentation, and advanced AI to reshape access to credit, helping millions move forward financially with clarity and confidence.

As the leading AI lending marketplace, we partner with banks and credit unions to expand access to affordable credit through technology that’s both radically intelligent and deeply human. Our platform runs over one million predictions per borrower using more than 3,000 signals, powering smarter, fairer decisions for millions of customers. But the numbers only hint at the impact. Every idea, every voice, and every contribution moves us closer to a world where credit never stands between people and their financial progress.

We’re proudly digital-first, giving most Upstarters the flexibility to do their best work from wherever they thrive, alongside teammates across 80+ cities in the US and Canada. Digital-first doesn’t mean distant. We’re intentional about in-person connection through team onsites, planning sessions, and moments that spark creativity and trust. And whether you choose to work primarily from home or collaborate in-person from one of our offices in Columbus, Austin, the Bay Area, or New York City (opening Summer 2026), you’ll have the support to work in the way that works best for you.

If you’re energized by tackling meaningful problems, excited to innovate with purpose, and motivated by work that truly matters, we’d love to hear from you.

The Team:

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

• 1+ years experience handling regulatory escalated customer complaints within a financial institution, lending organization, or other regulated financial services environment (Consumer Financial Protection Bureau (CFPB), Better Business Bureau (BBB), State Attorney General, etc.)

• Experience conducting complaint investigations, documenting findings, identifying root causes, and determining or recommending customer resolutions.

• Experience applying consumer financial regulations or requirements to complaint investigations and customer outcomes.

• Knowledge of consumer financial regulations such as the Fair Credit Reporting Act (FCRA), Unfair, Deceptive, or Abusive Acts or Practices (UDAAP), Fair Debt Collection Practices Act (FDCPA), and Equal Credit Opportunity Act (ECOA)

Preferred Qualifications

• Certified Regulatory Compliance Manager (CRCM) certification.

• Experience supporting auto lending or Home Equity Line of Credit (HELOC) products.

• Ability to analyze complaint data and trends to identify recurring issues and recommend operational or customer experience improvements.

• Ability to partner effectively across Operations, Legal, Compliance, Risk, and Product when resolving complex customer issues.

Position location Remote

Time zone requirements The team operates on the East/Wes