Upstart
Servicing Operations Associate - Upstart’s Accelerator Program
Job Summary
This role involves providing empathetic support to borrowers through multiple channels, including phone, email, and chat, across various service teams. The position offers an 18-month immersive program with rotations in areas such as borrower success, collections, recoveries, and operational excellence, aimed at developing core skills in fintech operations. Candidates should have a bachelor's degree, strong communication skills, and a demonstrated interest in customer service and fintech. The program emphasizes problem-solving, process improvement, and stakeholder management, preparing individuals for more senior responsibilities within the organization.
Required Skills
Benefits
Job Description
About Upstart
Upstart is the 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 80% of borrowers are approved instantly, with zero documentation to upload.
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:
Upstart’s Servicing Operations team supports our borrowers through every stage of their financial journey—delivering accurate, empathetic, and innovative service. We’re focused on creating a borrower-first experience while continuously improving our operations to meet evolving business needs.
As a Servicing Operations Associate in Upstart’s Accelerator Program, you’ll be part of a select cohort of recent graduates in an 18-month immersive experience designed to fast-track your career in fintech operations. Through hands-on rotations across key business areas, you’ll build essential skills, contribute to meaningful projects, and gain a deep understanding of how we serve our borrowers. This is a high-impact opportunity for curious, adaptable, and ambitious early-career professionals.
How you’ll make an impact
- Provide thoughtful, empathetic support to borrowers across channels (e.g., phone, email, chat)
- Rotate through four key teams to gain a comprehensive view of Servicing Operations:
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- Borrower Success – Support current borrowers by servicing their loans, answering questions, resolving issues, and guiding them through their financial journey with empathy and clarity
- Collections - Help borrowers bring their accounts current by offering personalized solutions rooted in empathy and effective negotiation. You’ll also drive performance by meeting or exceeding KPIs such as dollars collected per productive hour and promise-to-pay (PTP) commitments kept within 7 days of Right Party Contact (RPC)
- Recoveries – Assist with post-collections loss mitigation efforts for high-risk cases, such as bankruptcies, and support vendor management processes related to third-party collections agencies
- Learning & Operational Excellence – Collaborate on content development, training enablement, and process improvement projects that support and empower our frontline servicing teams
- Drive impact by identifying process gaps and borrower pain points, then recommending actionable solutions that support team goals.
- Apply insights from your rotations to a cross-functional capstone project focused on driving meaningful business improvements.
- Take part in quarterly “Development Days” designed to strengthen your leadership, strategic thinking, and stakeholder management skills.
What Success Looks Like
Success in this role means consistently meeting performance expectations in each of your team rotations, such as quality, productivity, and borrower experience metrics. You’ll also progress through a series of skill and competency milestones, such as:
- Ability to develop deep expertise in core servicing workflows and gain proficiency with tools such as Salesforce, LiveVox Telephony, and internal platforms
- Effective communication with internal and external stakeholders
- Demonstrated problem-solving and process improvement capabilities
- By the end of the program, you’ll be ready to take on more senior responsibilities within Servicing Operations or other teams across Upstart’s broader Operations organization—backed by manager feedback and the impact of your capstone project.
Minimum Qualifications
- Bachelor’s degree from an accredited institution
- Demonstrated interest in borrower support, customer experience, or service operations
- Strong written and verbal communication skills
- Authorized to work in the U.S. without sponsorship
- Adaptable and tech-savvy, with proficiency in Google Workspace and ease working across multiple platforms.
Preferred Qualifications
- A passion for helping others and delivering seamless, borrower-focused experiences
- Genuine interest in fintech and curiosity about how technology and regulation influence financial services
- Agility in navigating changing priorities, learning new tools or processes, and operating effectively in ambiguity
- Exposure to data and analytical thinking through coursework, internships, or projects involving tools like Excel, SQL, or Tableau
- Experience in service-oriented, customer-facing, or collaborative roles—including internships, part-time work, or campus leadership
- A demonstrated commitment to continuous learning and personal growth
Position location This role is available in the following locations: Columbus, OH
In-Office requirements. You will be required to work from the office up to 3 weeks per Quarter.
Time zone requirements The team operates on the East coast time zone.
Travel requirements As a digital first company, the majority of your work can be accomplished remotely. The majority of our employees can live and work anywhere in the U.S but are encouraged to to still spend high quality time in-person collaborating via regular onsites. You will be required to work from the Columbus, OH office during our quarterly development days as well as 3 days per month during the Collections rotation.
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.
At Upstart, your base pay is one part of your total compensation package. The anticipated annualized base salary for this position is expected to be within the below range. Your actual base pay will depend on your geographic location–with our “digital first” philosophy, Upstart uses compensation regions that vary depending on location. Individual pay is also determined by job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
In addition, Upstart provides employees with target bonuses, equity compensation, and generous benefits packages (including medical, dental, vision, and 401k).
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]
Upstart
A lending platform using AI to provide personal loans and credit solutions with a focus on fair and fast approvals.
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