Upstart is seeking a candidate to fill a Hardship Specialis t role. As a Hardship Specialist, you are part of a team that’s responsible for delivering great customer experience, contributing to portfolio performance, improving process efficiency, and ensuring program compliance. You will help build an optimal strategy for customer outreach, review and implement quality assurance procedures to ensure workflow and processes are compliant and perform in-depth investigations for suspicious activity reporting. As part of Upstart’s Hardship Team, you will also assist with some aspects of loan repayments and servicing; this includes providing customer service to borrowers, contacting past due accounts, performing research, and improving Upstart’s servicing process to exceed industry performance.
An ideal candidate is customer-focused, possesses critical thinking skills, and loves solving problems. He/She has a detective mindset, is curious about root causes, and handles challenges with positivity and grit. He/She is also detail-oriented, self-motivated, and is able to make independent decisions with good judgment.
Here’s more about what you’ll be doing:
The Hardship Team is mainly responsible for assisting customers who are facing unexpected and difficult life events and are temporarily unable to make regular payments on their loan. The team’s responsibilities include:
Here is what we are looking for:
About Upstart
Upstart is the first lending platform to leverage machine learning to price credit and automate the borrowing process.
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