Skip to content
Licensed Loan Processor
| Company | Upstart |
|---|
| Location | Columbus, OH, USA |
|---|
| Salary | $57100 – $79000 |
|---|
| Type | Full-Time |
|---|
| Degrees | |
|---|
| Experience Level | Mid Level, Senior |
|---|
Requirements
- Must have at minimum 6 months experience in a customer contact operations role.
- 3-5 years of experience in mortgage loan processing or loan officer roles at a Financial Institution or Mortgage company directly supporting customers
- Proven experience handling difficult or complex customer communications both verbally and in writing, including the ability to generate succinct timelines and escalation details
- Experience reviewing various tax forms and schedules, financial statements, credit reports, and general lending concepts
- Strong understanding of mortgage products, including HELOCs, and the loan process, from application through closing
- Knowledge of laws and regulations associated with mortgages
- High School Diploma or GED
Responsibilities
- Assist Customers with navigating the mortgage HELOC process by helping them understand the loan products we offer as well as talking them through their pricing options.
- Deliver an outstanding customer experience by representing Upstart when working with potential borrowers as part of the verification process.
- Serve as a resource for customer issues, complaints, application information verification, and other complex tasks.
- Identify possible areas of process and workflow improvements, contribute to the development and implementation of solutions.
- Responsibilities will include outbound (warm) calls; inbound phone support, and email communications.
- Act as a utility player, supporting both pre- and post-origination efforts.
Preferred Qualifications
- Familiarity with Fraud and BSA/AML practices and procedures
- Ability to think critically, propose creative solutions, and flag inconsistencies in documentation
- Experience working with loan origination systems (LOS) like Vesta or Encompass
- Strong organizational and time management skills, able to prioritize tasks effectively in a fast-paced environment
- Passion for delivering a great customer experience
- Ability to demonstrate patience alongside efficiency; can triage and prioritize questions or issues, take ownership, and drive problems to resolution
- Very strong attention to detail, with an understanding that small mistakes can have a large impact
- Proven ability to handle complex or unusual loan scenarios and work closely with underwriters to find solutions
