Senior Complaints Specialist

Upstart

. Manage a queue of customer complaints and complete accurate investigations and resolutions within productivity, quality, and regulatory timelines .

Posted 10/23/2026full-timeRemote • United StatesSenior💰 $23 - $31 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing customer complaints within regulatory timelines, applying consumer protection regulations such as FCRA, UDAAP, FDCPA, and ECOA, and conducting thorough investigations to identify root causes and recommend resolutions. Strong analytical skills are essential for assessing complaint trends and collaborating with cross-functional teams to enhance processes and customer experiences.

Highest-signal resume keywords

Regulatory Complaint ManagementConsumer Protection RegulationsComplaint InvestigationData AnalysisCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Complaint InvestigationRoot Cause AnalysisRegulatory ComplianceData AnalysisDocumentationComplaint ResolutionTrend AnalysisCustomer Harm RemediationFCRA KnowledgeFDCPA Knowledge

Soft Skills

Problem SolvingCommunicationCollaborationAttention to DetailCritical Thinking

Certifications & Qualifications

CRCM Certification

Industry Keywords

Financial InstitutionLending OrganizationRegulated Financial ServicesUDAAPECOAAuto LendingHELOC Products

About the role

Key responsibilities & impact

Manage a queue of customer complaints and complete accurate investigations and resolutions within productivity, quality, and regulatory timelines
Investigate sensitive, escalated, and regulated complaints
Identify root causes and potential customer harm and determine appropriate remediation
Apply consumer protection requirements including FCRA, UDAAP, FDCPA, and ECOA
Produce written complaint responses and maintain supporting documentation
Analyze complaint trends and recurring issues
Recommend improvements to reduce repeat complaints and customer harm
Partner with Operations, Legal, Compliance, Risk, and other teams to strengthen complaint processes, customer experiences, and risk controls

Requirements

What you’ll need

1+ years experience handling regulatory escalated customer complaints within a financial institution, lending organization, or other regulated financial services environment
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 FCRA, UDAAP, FDCPA, and ECOA
East/West coast time zone availability
CRCM certification preferred
Experience supporting auto lending or HELOC products preferred
Ability to analyze complaint data and trends preferred
Ability to partner across Operations, Legal, Compliance, Risk, and Product preferred

Benefits

Comp & perks

Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly
401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually
Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees (US only)
Medical, dental, vision, and wellness resources
Health Savings Account contributions for eligible plans (US only)
Life insurance and disability coverage
Paid time off, sick leave, and company holidays
Paid family and parental leave
Fertility, parenthood, and caregiving benefits
Employee Assistance Program (EAP) offering mental health support and life-centered resources
Financial planning tools and financial concierge service (US only)
Annual wellness allowance
Annual productivity allowance for relevant tools and resources
Team events, all-company updates, and employee resource groups (ERGs)
Catered lunches and fully stocked micro-kitchens when working from offices
Flexible remote work
Regular team onsites and in-person collaboration