Upstart
Senior Complaints Specialist
United States +2 · Remote · Senior · Full-time · Posted Oct 23, 2026
- Location
- United States
Remote
Remote - Experience
- 1+ years.
About the job
Investigate and resolve escalated and regulated customer complaints, determine appropriate outcomes, and identify trends that can improve processes and reduce customer harm.
What you'll do
- Manage complaint investigations and resolutions within productivity, quality, and regulatory timelines; document decisions and write customer responses.
- Assess root causes, potential customer harm, and remediation while applying consumer protection requirements.
- Analyze complaint trends and partner with cross-functional teams to improve complaint processes, customer experience, and risk controls.
What they ask for
- Experience handling regulatory escalated customer complaints in a financial institution, lending organization, or other regulated financial services environment.
- Experience investigating complaints, documenting findings, identifying root causes, and determining or recommending customer resolutions.
- Experience applying consumer financial regulations or requirements to complaint investigations and outcomes.
- Knowledge of FCRA, UDAAP, FDCPA, and ECOA.
Nice to have
- Certified Regulatory Compliance Manager (CRCM) certification.
- Experience supporting auto lending or Home Equity Line of Credit (HELOC) products.
Pay
$23.41 — $31.20 USD (base hourly pay rate)
Tools
FCRA, UDAAP, FDCPA, ECOA
Model-written summary · the original posting is authoritative