Upstart is looking for a Licensed Processor to join our Mortgage Operations team, the newest division at our company. This role initially focuses on HELOC products, where you will assist customers through the mortgage process, acting as a key resource and delivering an outstanding customer experience.
What You'll Do
- Assist customers with navigating the mortgage HELOC process, helping them understand loan products and pricing options.
- Deliver an outstanding customer experience, representing Upstart during verification processes and acting as a resource for issues and complaints.
- Handle outbound warm calls, inbound phone support, and email communications.
- Identify areas for process and workflow improvements and contribute to developing solutions.
- Act as a utility player, supporting both pre- and post-origination efforts.
What We're Looking For
- 3-5 years of experience in mortgage loan processing or as a loan officer at a Financial Institution or Mortgage company.
- A minimum of 6 months experience in a customer contact operations role.
- Proven experience handling difficult customer communications verbally and in writing.
- Experience reviewing tax forms, financial statements, credit reports, and understanding general lending concepts.
- Strong understanding of mortgage products, including HELOCs, and the loan process from application to closing.
- Knowledge of laws and regulations associated with mortgages.
- High School Diploma or GED.
- Candidates without an NMLS license must pass the NMLS SAFE exam with a score of 75% or higher within the first 90 days of employment for continued role eligibility.
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 like Vesta or Encompass.
- Strong organizational and time management skills, able to prioritize effectively in a fast-paced environment.
- Passion for delivering a great customer experience with patience and efficiency.
- Very strong attention to detail and the ability to handle complex loan scenarios, working closely with underwriters to find solutions.
Team & Environment
The Mortgage Operations team is the newest division at Upstart and will be small to start.
Benefits & Compensation
- Competitive Compensation: $57,100—$79,000 USD (anticipated hourly rate range) plus bonus and 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.
- 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, all-company updates, and employee resource groups.
- Catered lunches, snacks, and drinks when working in offices.
Work Mode
This is a hybrid role based in San Mateo, CA. Candidates must be located within a 60 mile radius of this location.
Upstart is a proud Equal Opportunity Employer dedicated to ensuring underrepresented classes receive better access to affordable credit and to embracing diversity and inclusion in our hiring.
