About Upstart
Upstart is a leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. By leveraging Upstart's AI marketplace, Upstart-powered banks and credit unions can have higher approval rates and lower loss rates across races, ages, and genders, while simultaneously delivering the exceptional digital-first lending experience their customers demand. More than two-thirds of Upstart loans are approved instantly and are fully automated.
Upstart is a digital-first company, which means that most Upstarters live and work anywhere in the United States. However, we also have offices in San Mateo, California; Columbus, Ohio; and Austin, Texas.
Most Upstarters join us because they connect with our mission of enabling access to effortless credit based on true risk. If you are energized by the impact you can make at Upstart, we’d love to hear from you!
The Team
Our Mortgage Operations team is the newest division at Upstart. For launch, we’re looking to start with a HELOC product across several states. Over the next 18 months we’re looking to rapidly expand the product across all 50 states. Over time, we will also add additional products, including additional equity and 1st mortgage products. The team will be small to start, so we’re looking for individuals with a start up mentality, willing to go above and beyond their job descriptions to help our customers and ultimately put Upstart Mortgage at the top of the list for best places to get a Home Loan.
NMLS License requirement: Candidates who do not currently hold an NMLS license will be required to take the NMLS SAFE exam within the first 60 days of employment and achieve a passing score of 75% or higher. Employment will be contingent upon passing this exam and gaining licensing. Candidates will be given two opportunities to pass the exam in order to remain employed in the role at Upstart.
Position Location - This role is available in the following locations: Columbus, Ohio (must be within a 60 mile radius). This position is primarily remote with on-site requirements at the Columbus, OH office.
Time Zone Requirements - This team operates on the East Coast time zone.
Travel Requirements - As a digital first company, the majority of your work can be accomplished remotely. While the majority of your work can be done remotely this team has regular on-site collaboration sessions at the Columbus, OH office. You will be expected to go into office upon leaderships request.
How you’ll make an impact:
- As a Licensed Loan Processor you will assist Customers with navigating the mortgage HELOC process by helping them understand the loan products we offer as well as talking them through their pricing options.
- Deliver an outstanding customer experience by representing Upstart when working with potential borrowers as part of the verification process.
- Serve as a resource for customer issues, complaints, application information verification, and other complex tasks.
- Identify possible areas of process and workflow improvements, contribute to the development and implementation of solutions.
- Responsibilities will include outbound (warm) calls; inbound phone support, and email communications.
- Act as a utility player, supporting both pre- and post-origination efforts.
What we’re looking for:
- Minimum qualifications:
- Must have at minimum 6 months experience in a customer contact operations role.
- 3-5 years of experience in mortgage 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 mortgage products, including HELOCs, and the loan process, from application through closing
- Knowledge of laws and regulations associated with mortgages
- High School Diploma or GED
- Preferred qualifications:
- Familiarity with Fraud and BSA/AML practices and procedures
- Ability to think critically, propose creative solutions, and flag inconsistencies in documentation
- Experience working with loan origination systems (LOS) like Vesta or Encompass
- Strong organizational and time management skills, able to prioritize tasks effectively in a fast-paced environment
- Passion for delivering a great customer experience
- Ability to demonstrate patience alongside efficiency; can triage and prioritize questions or issues, take ownership, and drive problems to resolution
- Very strong attention to detail, with an understanding that small mistakes can have a large impact
- Proven ability to handle complex or unusual loan scenarios and work closely with underwriters to find solutions
What you'll love:
- Competitive Compensation (base + bonus & equity)
- Comprehensive medical, dental, and vision coverage with Health Savings Account contributions from Upstart
- 401(k) with 100% company match up to $4,500 and immediate vesting and after-tax savings
- Employee Stock Purchase Plan (ESPP)
- Life and disability insurance
- Generous holiday, vacation, sick and safety leave
- Supportive parental, family care, and military leave programs
- Annual wellness, technology & ergonomic reimbursement programs
- Social activities including team events and onsites, all-company updates, employee resource groups (ERGs), and other interest groups such as book clubs, fitness, investing, and volunteering
- Catered lunches + snacks & drinks when working in offices
#LI-Associate
This is a Non-Exempt position. Employees in this position are paid an hourly pay rate, on a bi-weekly basis, and are eligible to receive overtime pay for any hours worked over 40 in a work week, or over 8 in a work day if required by state law.
Columbus,OH - Anticipated Annualized Base Salary Range
$57,100—$79,000 USD
Upstart is a proud Equal Opportunity Employer. We are dedicated to ensuring that underrepresented classes receive better access to affordable credit, and are just as committed to embracing diversity and inclusion in our hiring practices. We celebrate all cultures, backgrounds, perspectives, and experiences, and know that we can only become better together.
If you require reasonable accommodation in completing an application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please email [email protected]
https://www.upstart.com/candidate_privacy_policy
