# Senior Customer Contact Specialist

**Company:** [Upstart](https://hotfix.jobs/companies/upstart)
**Location:** Remote
**Role:** Customer Support
**Salary:** $25 – $25/hr
**Experience:** 1+ years
**Skills:** Salesforce, Vesta, Slack, Telephony Platforms, Chat Platforms, Customer Support Tools
**Posted:** 2026-02-26

> Handles phone, email, and chat support for loan applicants, resolving escalations and acting as SME for vendor teams in fintech. Requires 1-2 years customer service experience in financial services, strong communication, and multitasking skills.

## Job Description

## Responsibilities
- Respond to inbound email/phone inquiries and manage real-time chat support, providing accurate, timely information.
- Take ownership of escalation calls from applicants, resolving concerns professionally while adhering to compliance and policy.
- Answer questions from vendor support teams via Slack.
- Support funnel conversion by identifying and addressing common applicant pain points.
- Maintain accurate notes of all applicant interactions.
- Identify opportunities to improve CX processes, documentation, or messaging based on feedback.

## Minimum Qualifications
- 1–2 years of experience in customer service and/or contact center support within financial services or fintech.
- Outstanding communication and interpersonal skills.
- Proven ability to handle sensitive or escalated customer conversations with empathy.
- Comfortable navigating multiple systems (e.g., **Salesforce**, Vesta, telephony, chat platforms).
- Expertise in time management and prioritizing tasks.
- Impeccable judgment and attention to detail.
- Proven track record in a metric-based environment.

## Preferred Qualifications
- Financial services industry experience.
- Familiarity with front-line customer support tools and knowledge management platforms.
- Comfort in high-growth, change-oriented environments.
- Experience providing service for multiple product lines.

## Compensation
Hourly rate: **$25.48 USD**. Non-exempt position eligible for overtime.

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