Operations Manager, Home Lending
About Upstart
Upstart is a leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. By leveraging Upstart's AI marketplace, Upstart-powered banks and credit unions can have higher approval rates and lower loss rates across races, ages, and genders, while simultaneously delivering the exceptional digital-first lending experience their customers demand. More than two-thirds of Upstart loans are approved instantly and are fully automated.
Upstart is a digital-first company, which means that most Upstarters live and work anywhere in the United States. However, we also have offices in San Mateo, California; Columbus, Ohio; and Austin, Texas.
Most Upstarters join us because they connect with our mission of enabling access to effortless credit based on true risk. If you are energized by the impact you can make at Upstart, we’d love to hear from you!
The Team
Upstart’s Home Lending Operations team focuses on delivering superior and speedy service through efficient and effective operational processes. We aim to provide high-quality support to our customers while maintaining a seamless experience across all touchpoints. This team plays a pivotal role in driving improvements and ensuring customer feedback is analyzed and acted upon.
As the Operations Manger, Home Lending at Upstart, you will be responsible for all the non-licensed processor performance and KPI’s. This will include but not limited to, call levels, daily production, quality and schedule adherence. This role will also be responsible for a reduced capacity of processing loan files. You will work closely with the Home Lending Vertical Team and will be an integral part of the development of this team.
Position Location - This role is available in the following locations: Columbus, OH.
Time Zone Requirements - This team operates on the East/West Coast time zones.
In-Office requirements - You will be required to work from the Columbus, Ohio office 1-2 days per week.
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
How you’ll make an impact:
- Manage and oversee the daily operations of the Loan Processing Team ensuring efficient and effective workflows and processes.
- Help develop and implement strategies to optimize team performance and achieve department goals and targets.
- Monitor team performance metrics and KPIs, identify areas for improvement, and implement corrective actions as needed.
- Update the pipeline and manage escalations through phone and email channels.
What we’re looking for:
- Minimum qualifications:
- 3+ years of people management experience demonstrating strong leadership and interpersonal skills, with the ability to motivate and inspire others to achieve their full potential.
- 5+ years experience working in the Home Lending industry at a Financial Institution / Mortgage company. Or equivalent operational experience with complex, multi-departmental systems.
- Strong analytical and problem solving skills with the ability to identify issues and develop thoughtful data driven solutions.
- Preferred qualifications:
- NMLS Licensed is a plus.
- 5+ years of people leadership experience in an operations environment.
- Proven experience in independently managing and maintaining pipelines.
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 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
#LI-Associate
At Upstart, your base pay is one part of your total compensation package. The anticipated base salary for this position is expected to be within the below range. Your actual base pay will depend on your geographic location–with our “digital first” philosophy, Upstart uses compensation regions that vary depending on location. Individual pay is also determined by job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
In addition, Upstart provides employees with target bonuses, equity compensation, and generous benefits packages (including medical, dental, vision, and 401k).
Upstart is a proud Equal Opportunity Employer. We are dedicated to ensuring that underrepresented classes receive better access to affordable credit, and are just as committed to embracing diversity and inclusion in our hiring practices. We celebrate all cultures, backgrounds, perspectives, and experiences, and know that we can only become better together.
If you require reasonable accommodation in completing an application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please email candidate_accommodations@upstart.com
Average salary estimate
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Join Upstart as an Operations Manager, Home Lending in beautiful Columbus, OH! At Upstart, we are all about revolutionizing the lending landscape through our AI-driven marketplace, providing individuals access to affordable credit that’s fair for everyone. In this pivotal role, you'll spearhead the daily operations of our Loan Processing Team, ensuring our processes are efficient and exceptional. Your keen analytical skills will help you monitor performance metrics, identify areas for improvement, and develop strategies that drive our team's success! You won't be working alone; you'll collaborate closely with the Home Lending Vertical Team to enhance our operations and customer experience. Plus, with the ability to work remotely most of the time and just a couple of days at our Columbus office each week, you'll enjoy the flexibility that comes with being part of a digital-first company. Your leadership will help our talented staff thrive as they handle loan files and ensure a seamless process for every customer. We’re looking for someone with solid experience in people management and the home lending industry, someone who knows how to motivate others while providing thoughtful, data-driven solutions. If you’re excited about making an impact and embracing a mission that truly matters, Upstart is the place for you!
Most Upstarters join us because they connect with our mission of enabling access to effortless credit based on true risk. If you are energized by the impact you can make at Upstart, we would love to hear from you!
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