Senior Complaints Specialist

The role

You will investigate and resolve escalated and regulated customer complaints. You will also identify recurring issues and trends to improve processes and controls.

What you will do

• Manage a queue of customer complaints.
• Complete accurate investigations and resolutions within established timelines.
• Investigate sensitive, escalated, and regulated complaints.
• Identify root causes and potential customer harm.
• Determine appropriate remediation.
• Apply consumer protection requirements including FCRA, UDAAP, FDCPA, and ECOA.
• Produce clear, accurate written complaint responses.
• Maintain documentation that supports complaint decisions and outcomes.
• Analyze complaint trends and recurring issues to recommend improvements.
• Partner with Operations, Legal, Compliance, Risk, and other teams.

Required qualifications

• 1+ years experience handling regulatory escalated customer complaints within a financial institution, lending organization, or other regulated financial services environment (CFPB, BBB, State Attorney
• 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

Nice to have

• 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.

Benefits

• Base pay, bonus opportunities, and annual equity grants that vest quarterly
• 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually
• Employee Stock Purchase Plan (ESPP) for eligible employees (US only)
• Medical, dental, vision, and wellness resources
• Health Savings Account contributions for eligible plans (US only)
• Life insurance and disability coverage
• Paid time off, sick leave, and company holidays
• Paid family and parental leave
• Family-centered benefits for fertility, parenthood, and caregiving needs
• Employee Assistance Program (EAP)
• Financial wellness resources and financial concierge service (US Only)
• Annual wellness allowance

Before you apply

• The team operates on the East/West coast time zones.
• For roles based in Canada, Upstart is not currently able to hire in Quebec.

About the company

Upstart is an AI lending marketplace that partners with banks and credit unions to expand access to affordable credit. The company is digital-first with employees located in over 80 cities across the US and Canada.