Upstart is seeking a Licensed Loan Processor to join our new Mortgage Operations division. You will guide customers through the HELOC process, act as a resource for complex issues, and help build a scalable foundation for our mortgage business.
What You'll Do
- Assist customers with navigating the mortgage HELOC process, including explaining loan products and pricing options.
- Deliver an outstanding customer experience by representing Upstart during 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 and contribute to developing and implementing solutions.
- Handle 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
- A minimum of 6 months experience in a customer contact operations role.
- 3-5 years of experience in mortgage loan processing or loan officer roles at a Financial Institution or Mortgage company, directly supporting customers.
- Proven experience handling difficult or complex customer communications, both verbally and in writing, including generating succinct timelines and escalation details.
- Experience reviewing various tax forms and schedules, financial statements, credit reports, and general lending concepts.
- Strong understanding of mortgage products, including HELOCs, and the loan process from application through closing.
- Knowledge of laws and regulations associated with mortgages.
- High School Diploma or GED.
- Candidates who do not currently hold an NMLS license must pass the NMLS SAFE exam within the first 90 days of employment with a score of 75% or higher.
Nice to Have
- Familiarity with Fraud and BSA/AML practices and procedures.
- Ability to think critically, propose creative solutions, and flag inconsistencies in documentation.
- Experience working with loan origination systems (LOS) like Vesta or Encompass.
- Strong organizational and time management skills, able to prioritize tasks effectively in a fast-paced environment.
- Passion for delivering a great customer experience.
- Ability to demonstrate patience alongside efficiency; can triage and prioritize questions or issues, take ownership, and drive problems to resolution.
- Very strong attention to detail, with an understanding that small mistakes can have a large impact.
- Proven ability to handle complex or unusual loan scenarios and work closely with underwriters to find solutions.
Team & Environment
You will be part of a small, founding group within the Mortgage Operations team, Upstart's newest division.
Benefits & Compensation
- Compensation: $57,100—$79,000 USD (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 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.
- Catered lunches + snacks & drinks when working in offices.
Work Mode
This is a hybrid role. You must be located within a 60-mile radius of Columbus, Ohio.
Upstart is a proud Equal Opportunity Employer dedicated to ensuring that underrepresented classes receive better access to affordable credit, and is committed to embracing diversity and inclusion.
