Senior Complaints Specialist
$48,693–$64,896 year
Remote
Job Summary
Investigate and resolve escalated, regulated customer complaints across lending products while applying knowledge of FCRA, UDAAP, FDCPA, and ECOA. Identify root causes, surface trends, and recommend process improvements to reduce repeat complaints and customer harm. Produce clear written responses, maintain documentation, and partner with Operations, Legal, Compliance, and Risk teams to strengthen risk controls. Manage a queue of complaints within established productivity, quality, and regulatory timelines. This role supports Upstart's mission to reduce borrowing complexity by protecting customers and the business from operational and regulatory risk.
Required Qualifications
- 1+ years experience handling regulatory escalated customer complaints within a financial institution, lending organization, or other regulated financial services environment (Consumer Financial Protection Bureau (CFPB), Better Business Bureau (BBB), State Attorney General, etc.)
- 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 Credit Opportunity Act (ECOA)
- The team operates on the East/West coast time zones
- 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
Desired Qualifications
- 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
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