Operations Manager, Home Lending

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.

NMLS License requirement: Candidates who do not currently hold an NMLS license will be required to take the NMLS SAFE exam within the first 90 days of employment and achieve a passing score of 75% or higher. Employment will be contingent upon passing this exam and gaining licensing. Candidates will  be given two opportunities to pass the exam in order to remain employed in the role at Upstart.

Position Location - This role is available in the following locations: San Mateo, CA.

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

In-Office requirements - You will be required to work from the San Mateo, CA 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.
  • High School Diploma or GED.
• 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

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