Upstart
Financial Services
LeadBorrowerSuccessAssociate
“Lead Borrower Success Associate at Upstart. Skills: Servicing operations, Process improvement, Cross-functional partnership. Serve as subject matter expert. Provide operational guidance”
Industry & Context.
Root cause analysis; Issue resolution
What They're Looking For.
Must Have
4+ years operations experience, 4+ years servicing experience, 4+ years customer support experience, 4+ years workflow management experience, Experience partnering cross-functionally
Nice to Have
Experience managing escalations, Experience managing operational workflows, Experience managing backlog monitoring, Experience managing case management processes, Experience using CRM/workflow management system, Experience creating process documentation, Experience maintaining operational procedures, Experience maintaining workflow guidance materials, Knowledge of servicing operations, Knowledge of financial services operations, Knowledge of borrower support environments, Identify operational inefficiencies, Recommend scalable process improvements, Experience serving as subject matter expert, Experience as operational lead
What You'll Do.
Serve as subject matter expert
Provide operational guidance
Provide escalation support
Provide workflow expertise
Monitor operational workflows
Monitor backlog trends
Improve responsiveness
Maintain operational consistency
Investigate complex borrower escalations
Resolve complex borrower escalations
Investigate operational issues
Resolve operational issues
Investigate workflow breakdowns
Resolve workflow breakdowns
Partner with management teams
Support operational improvement initiatives
Identify process gaps
Identify process inefficiencies
Recommend scalable solutions
Support implementation of enhancements
Maintain process documentation
Improve process documentation
Maintain operational guidance
Improve operational guidance
Maintain knowledge resources
Improve knowledge resources
Support frontline servicing operations
Provide borrower-facing support
Use workflow insights
Prioritize competing demands
Support continuous improvement
How You'll Work.
Team & Collaboration
Cross-functional partners; Operations teams; Loss Mitigation teams; Collections teams; Onboarding teams; Support teams
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