Operations Associate (contractor)

The Team

Upstart’s Operations team is the fastest growing  team in the org and we're seeking Operations Contractors to support our Onboarding organization. In this flexible role, you will support the operations of one or more of our core business verticals based on the needs of our business. 

As an Operations Associate contractor, your impact will be immediately felt by our customers as you assist with reviewing loan applications and directly interact with customers each and every day by phone or through email correspondence.The role requires excellent verbal and written communication skills, strong analytical and problem-solving abilities, and a passion for high-quality customer service.

Full Time Contractor Schedule

• Tue-Sat 11:30-8pm ET

Part Time Contractor Schedule

• Sun-Wed 9-2pm ET

Must be able to attend the onboarding training schedule: M-F 9-5:30pm EST (for the first 4 weeks).

Position Location - This role is available in the following locations: Columbus, OH.

Time Zone Requirements - This team operates on the East/West Coast time zones.

Travel Requirements - While majority of your work can be completed remotely, this team has regular on-site collaboration sessions. You must be located within a 60 mi radius of the Columbus, OH office and align to going into the Columbus office when requested by leadership.

How you’ll make an impact:

• Process loan applications by reviewing all documents submitted from potential borrowers and/or requesting additional documentation as needed to drive applications to a final state. Document reviews include employment, income, identity, and tax documents.  
• Communicate and support applicants either over the phone or through written correspondence regarding the status of their application, troubleshooting application issues, answering questions regarding loan repayments, and guide customers through self-service options online and through delinquency related issues - all while providing a pristine customer experience.
• Build trust and cultivate borrower, investor, and colleague relationships.
• Complete additional ad hoc tasks as assigned to aid in the operational goals of the operations department and customer experience team.

What we’re looking for: 

• Minimum qualifications:
  • 1+ year of experience in customer service, phone support, loan processing or similar at a Financial Institution.
  • Be available to work a minimum of 20 hrs per week for the part time shift, including one weekend day and have the ability to flex up to 40 hours on a short notice based on operational needs.
  • Be available to work a minimum of 40 hrs per week for the full time shift, including one weekend day.
  • Passion for delivering a great customer experience.
  • Ability to interpret written policy and procedures and apply to the present situation.
  • Strong written and verbal communication skills and the ability to address applicants in an objective yet empathetic manner.
  • Impeccable judgment and acute attention to detail; ability to identify/anticipate  customers’ needs and clarify information.
  • Proven track record of excelling in a metric based environment.
• Preferred qualifications:
  • Familiarity with loan processing, financial statements, tax documents, and payroll.
  • Previous experience working in a customer service role.
  • Previous experience working in a production based, remote environment.
  • BA/ BS degree, Associates degree, or equivalent work experience.

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