The Team

Our Mortgage Operations team is the newest division at Upstart. For launch, we’re looking to start with a HELOC product across several states. Over the next 18 months we’re looking to rapidly expand the product across all 50 states. Over time, we will also add additional products, including additional equity and 1st mortgage products. The team will be small to start, so we’re looking for individuals with a start up mentality, willing to go above and beyond their job descriptions to help our customers and ultimately put Upstart Mortgage at the top of the list for best places to get a Home Loan.  

We’re seeking Licensed Loan Processors to join us on the ground level to help build out our mortgage team. Our Licensed Loan Processors will be an integral part of our Ops organization, working directly with our mortgage loan applicants. The role requires excellent communication skills, strong analytical and problem-solving abilities, a passion for high-quality customer service and the applicant must already hold an NMLS License for Mortgage Originations.

Position Location - This role is available in the following locations: Columbus, Ohio (60 mile radius). This position is primarily remote with on-site requirements at the Columbus, OH office.

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

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. The in-person sessions’ cadence varies depending on the team and role; most teams meet once or twice per quarter for 2-4 consecutive days at a time.

How you’ll make an impact:

• As a Licensed Loan Processor you will assist Customers with navigating the mortgage HELOC process by helping them understand the loan products we offer as well as talking them through their pricing options. 
• Deliver an outstanding customer experience by representing Upstart when working with potential borrowers as part of the verification process. 
• Serve as a resource for customer issues, complaints, application information verification, and other complex tasks.
• Identify possible areas of process and workflow improvements, contribute to the development and implementation of solutions.
• Responsibilities will include outbound (warm) calls; inbound phone support, and email communications. 
• Act as a utility player, supporting both pre- and post-origination efforts

What we’re looking for: 

• Minimum qualifications:
  • Must already hold an active NMLS License
  • Must have at minimum 6  months  experience in a customer contact operations role 
  • 3 - 5 years’ experience in consumer lending, personal banking, mortgage or equivalent financial services experience
  • Demonstrated ability handling difficult or complex customer communications  verbally and in writing, with the ability to generate succinct timelines and escalation details 
  • Experience with reviewing various tax forms and schedules, financial statements, credit report details, and general lending concepts 
  • Demonstrated knowledge of laws and regulations associated with mortgage
  • High School Diploma or GED
• Preferred qualifications:
  • Familiarity with Fraud and BSA/AML practices and procedures 
  • Ability to think critically and propose creative solutions as well as flag inconsistencies in documentation
  • Passion for delivering a great customer experience
  • Demonstrates patience alongside efficiency; can triage and prioritize questions or issues, take ownership, and drive problems to resolution 
  • Very strong attention to detail, acknowledgement that a small mistake can have a large impact 

What you’ll love: 

• Competitive Compensation (base + bonus & equity)
• Comprehensive medical, dental, and vision coverage with Health Savings Account contributions from Upstart 
• 401(k) with 100% company match up to $4,500 and immediate vesting and after-tax savings
• Employee Stock Purchase Plan (ESPP)
• Life and disability insurance
• Generous holiday, vacation, sick and safety leave  
• Supportive parental, family care, and military leave programs
• Annual wellness, technology & ergonomic reimbursement programs
• Social activities including team events and onsites, all-company updates, employee resource groups (ERGs), and other interest groups such as book clubs, fitness, investing, and volunteering
• Catered lunches + snacks & drinks when working in offices

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