HELOC Loan Processor

The Team

Our Mortgage Operations team is the newest division at Upstart. For launch, we’re looking to start with a HELOC product across several states. Over the next 18 months we’re looking to rapidly expand the product across all 50 states. The team will be small to start, so we’re looking for individuals with a start up mentality, willing to go above and beyond their job descriptions to help our customers and ultimately put Upstart Mortgage at the top of the list for best places to get a Home Loan.  

We're seeking Loan Processors to join us on the ground level to help build out our mortgage team. Our Loan Processors will be an integral part of our Ops organization.  The role requires excellent communication skills, strong analytical and problem-solving abilities and a passion for high-quality customer service.

Position Location - This role is available in the following locations: Columbus, OH (60 miles of radius). This is a hybrid position. Candidates are required to be in the office at least one day per week, with additional in-office days as needed for business and onsite activities. Standard working hours are 9 AM to 5:30 PM EST, with one Saturday shift per month required, and additional Saturday shifts as needed based on business requirements.

Time Zone Requirements - This team operates on the East/West Coast time zones. 

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. The in-person sessions’ cadence varies depending on the team and role; most teams meet once or twice per quarter for 2-4 consecutive days at a time.

How you’ll make an impact:

• As a Loan Processor you will be responsible for managing workflows and tasks, ensuring that a loan application makes its way through our process smoothly and accurately.
• 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.
• Act as a utility player, supporting both pre- and post-origination efforts.

What we’re looking for: 

• Minimum qualifications:
  • 1+ years of experience in 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
  • High School Diploma or GED
• 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

What you'll love: 

• Competitive Compensation (base + bonus & equity)
• Comprehensive medical, dental, and vision coverage with Health Savings Account contributions from Upstart 
• 401(k) with 100% company match up to $4,500 and immediate vesting and after-tax savings
• Employee Stock Purchase Plan (ESPP)
• Life and disability insurance
• Generous holiday, vacation, sick and safety leave  
• Supportive parental, family care, and military leave programs
• Annual wellness, technology & ergonomic reimbursement programs
• Social activities including team events and onsites, all-company updates, employee resource groups (ERGs), and other interest groups such as book clubs, fitness, investing, and volunteering
• Catered lunches + snacks & drinks when working in offices

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