# Licensed Loan Advisor

**Company:** [Upstart](https://hotfix.jobs/companies/upstart)
**Location:** Columbus, OH, Burlingame, CA
**Role:** Customer Support
**Salary:** $28 – $39/hr
**Experience:** 2+ years
**Skills:** nmls license, mortgage lending, heloc, customer communication, documentation review, tax forms, financial statements, credit analysis, Regulatory Compliance, Process Improvement
**Posted:** 2026-07-15

> Licensed Loan Advisor guiding borrowers through Upstart's home lending (HELOC) application process via phone/written consultations, managing tasks, resolving issues with cross-functional teams, and contributing to process improvements in a scaling mortgage operations team. Requires active NMLS license and 2+ years in customer-facing lending roles.

## Job Description

## How you’ll make an impact
- Guide borrowers through the home lending application process, helping them understand next steps, set expectations, and move forward with clarity and confidence.
- Build trust with borrowers through consultative interactions across phone and written channels while delivering a seamless, high-quality customer experience.
- Manage application-related tasks with accuracy and attention to detail, ensuring files progress smoothly and important information is captured clearly.
- Identify issues, gaps, or inconsistencies in borrower information and partner with cross-functional teams to resolve them quickly and effectively.
- Support inbound and outbound borrower communication, including complex questions, escalations, and application updates.
- Contribute to process improvements that strengthen operational excellence and improve the borrower experience as the team scales.

## Minimum Qualifications
- Must have an active NMLS license.
- 2+ years of experience in mortgage, consumer lending, personal banking, or related financial services roles supporting customers directly.
- Experience handling complex customer communications verbally and in writing, including escalations and issue resolution.
- Experience reviewing borrower documentation such as tax forms, financial statements, and credit-related information within a lending process.

## Preferred Qualifications
- Experience supporting HELOC, mortgage, or other home lending products.
- Knowledge of mortgage laws, regulations, and compliance requirements.
- Ability to balance strong customer service with operational precision in a high-volume environment.
- Experience identifying workflow improvement opportunities and helping implement scalable solutions.
- Experience working effectively in a fast-paced, high-growth environment with changing priorities.
- High school diploma or GED.

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