Servicing Operations Associate - Upstart’s Accelerator Program

The Team: 

Upstart’s Servicing Operations team supports our borrowers through every stage of their financial journey—delivering accurate, empathetic, and innovative service. We’re focused on creating a borrower-first experience while continuously improving our operations to meet evolving business needs.

As a Servicing Operations Associate in Upstart’s Accelerator Program, you’ll be part of a select cohort of recent graduates in an 18-month immersive experience designed to fast-track your career in fintech operations. Through hands-on rotations across key business areas, you’ll build essential skills, contribute to meaningful projects, and gain a deep understanding of how we serve our borrowers. This is a high-impact opportunity for curious, adaptable, and ambitious early-career professionals.

How you’ll make an impact

• Provide thoughtful, empathetic support to borrowers across channels (e.g., phone, email, chat) 
• Rotate through four key teams to gain a comprehensive view of Servicing Operations:

• • Borrower Success – Support current borrowers by servicing their loans, answering questions, resolving issues, and guiding them through their financial journey with empathy and clarity
  • Collections - Help borrowers bring their accounts current by offering personalized solutions rooted in empathy and effective negotiation. You’ll also drive performance by meeting or exceeding KPIs such as dollars collected per productive hour and promise-to-pay (PTP) commitments kept within 7 days of Right Party Contact (RPC)
  • Recoveries – Assist with post-collections loss mitigation efforts for high-risk cases, such as bankruptcies, and support vendor management processes related to third-party collections agencies
  • Learning & Operational Excellence – Collaborate on content development, training enablement, and process improvement projects that support and empower our frontline servicing teams

• Drive impact by identifying process gaps and borrower pain points, then recommending actionable solutions that support team goals.
• Apply insights from your rotations to a cross-functional capstone project focused on driving meaningful business improvements.
• Take part in quarterly “Development Days” designed to strengthen your leadership, strategic thinking, and stakeholder management skills.

What Success Looks Like

Success in this role means consistently meeting performance expectations in each of your team rotations, such as quality, productivity, and borrower experience metrics. You’ll also progress through a series of skill and competency milestones, such as:

• Ability to develop deep expertise in core servicing workflows and gain proficiency with tools such as Salesforce, LiveVox Telephony, and internal platforms
• Effective communication with internal and external stakeholders
• Demonstrated problem-solving and process improvement capabilities
• By the end of the program, you’ll be ready to take on more senior responsibilities within Servicing Operations or other teams across Upstart’s broader Operations organization—backed by manager feedback and the impact of your capstone project.

Minimum Qualifications 

• Bachelor’s degree from an accredited institution
• Demonstrated interest in borrower support, customer experience, or service operations
• Strong written and verbal communication skills
• Authorized to work in the U.S. without sponsorship
• Adaptable and tech-savvy, with proficiency in Google Workspace and ease working across multiple platforms.

Preferred Qualifications

• A passion for helping others and delivering seamless, borrower-focused experiences
• Genuine interest in fintech and curiosity about how technology and regulation influence financial services
• Agility in navigating changing priorities, learning new tools or processes, and operating effectively in ambiguity
• Exposure to data and analytical thinking through coursework, internships, or projects involving tools like Excel, SQL, or Tableau
• Experience in service-oriented, customer-facing, or collaborative roles—including internships, part-time work, or campus leadership
• A demonstrated commitment to continuous learning and personal growth

Position location This role is available in the following locations: Columbus, OH

In-Office requirements.  You will be required to work from the  office up to 3 weeks per Quarter. 

Time zone requirements The team operates on the East coast time zone.

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. You will be required to work from the Columbus, OH office  during our quarterly development days as well as 3 days per month during the Collections rotation.