# Customer Experience Specialist, Home Lending

**Company:** [Upstart](https://hotfix.jobs/companies/upstart)
**Location:** Columbus, OH
**Role:** Customer Support
**Salary:** $23 – $31/hr
**Experience:** 1+ years
**Skills:** Customer Service, Call Center Support, Borrower Support, Salesforce, Vesta, Telephony, Chat Support, Mortgage Lending, Consumer Lending, Knowledge Management
**Posted:** 2026-08-10

> Supports prospective home lending borrowers through early-stage applications by phone, email, and chat, resolves escalations, and documents interactions across multiple systems. Requires 1–2 years of customer service or borrower-support experience and a hybrid schedule near Columbus, Ohio.

## Job Description

## Responsibilities
- Answer inbound calls from prospective borrowers and applicants, guiding them through next steps and answering product questions.
- Respond to inbound email inquiries and manage real-time chat support.
- Resolve escalated applicant concerns professionally while following compliance and policy guidelines.
- Proactively identify and address applicant questions or pain points to support funnel conversion.
- Document borrower interactions accurately in Salesforce, Vesta, telephony, and chat platforms.
- Identify opportunities to improve customer experience processes, documentation, and messaging.
- Collaborate with Pods, Training, and Quality teams to ensure consistency across borrower touchpoints.

## Requirements
- 1–2 years of experience in customer service, call center, or borrower support.
- Reside within 60 miles of Columbus, OH and work from the office at least two days per week.
- Excellent communication and interpersonal skills, including the ability to explain complex information clearly and professionally.
- Ability to handle sensitive or escalated customer conversations with empathy and professionalism.
- Comfort navigating multiple systems and tools simultaneously.
- Ability to work 9:00 AM–5:30 PM EST and occasional weekends.

## Nice-to-Haves
- Call center or customer service experience in financial services or fintech.
- Experience in mortgage, home equity, or consumer lending operations.
- Familiarity with frontline customer support tools and knowledge management platforms.
- Experience in early-stage applicant engagement or lead nurturing.
- Comfort working in high-growth, change-oriented environments.

## Compensation and Benefits
- Anticipated hourly rate: **$23.41–$31.20 USD**.
- Non-exempt position with biweekly hourly pay and overtime eligibility.
- Bonus opportunities and annual equity grants.
- 401(k) or Group Retirement Savings Plan with company match.
- Employee Stock Purchase Plan for eligible US employees.
- Medical, dental, vision, wellness, life insurance, and disability benefits.
- Paid time off, sick leave, company holidays, and paid family and parental leave.
- Family-centered benefits, Employee Assistance Program, financial wellness resources, and annual wellness and productivity allowances.
- Team events, employee resource groups, and onsite office perks.

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