Licensed Loan Advisor

About this role

About Upstart

At Upstart, we’re united by a mission that matters: to radically reduce the cost and complexity of borrowing for all Americans. Every day, we bring creativity, experimentation, and advanced AI to reshape access to credit, helping millions move forward financially with clarity and confidence.

As the leading AI lending marketplace, we partner with banks and credit unions to expand access to affordable credit through technology that’s both radically intelligent and deeply human. Our platform runs over one million predictions per borrower using more than 1,800 signals, powering smarter, fairer decisions for millions of customers. But the numbers only hint at the impact. Every idea, every voice, and every contribution moves us closer to a world where credit never stands between people and their financial progress.

We’re proudly digital-first, giving most Upstarters the flexibility to do their best work from wherever they thrive, alongside teammates across 80+ cities in the US and Canada. Digital-first doesn’t mean distant. We’re intentional about in-person connection through team onsites, planning sessions, and moments that spark creativity and trust. And whether you choose to work primarily from home or collaborate in-person from one of our offices in Columbus, Austin, the Bay Area, or New York City (opening Summer 2026), you’ll have the support to work in the way that works best for you.

If you’re energized by tackling meaningful problems, excited to innovate with purpose, and motivated by work that truly matters, we’d love to hear from you.

The Team:

Upstart’s Mortgage Operations team is a growing part of the business focused on helping build and scale the company’s home lending experience. The team is launching with HELOC products and is expected to expand coverage and capabilities over time, so this role is well suited for someone who is energized by a fast-moving environment and enjoys helping shape how work gets done as the business grows.

As a Licensed Loan Advisor at Upstart, you will support home lending applicants throughout the application journey, acting as both a direct point of contact and an advocate for borrowers. This role combines customer-facing guidance with operational execution, helping applicants move through required tasks accurately and efficiently while delivering a high-quality experience.

How you’ll make an impact

• Guide borrowers through the home lending application process, helping them understand next steps, set expectations, and move forward with clarity and confidence.

• Build trust with borrowers through consultative interactions across phone and written channels while delivering a seamless, high-quality customer experience.

• Manage application-related tasks with accuracy and attention to detail, ensuring files progress smoothly and important information is captured clearly.

• Identify issues, gaps, or inconsistencies in borrower information and partner with cross-functional teams to resolve them quickly and effectively.

• Support inbound and outbound borrower communication, including complex questions, escalations, and application updates.

• Contribute to process improvements that strengthen operational excellence and improve the borrower experience as the team scales.

Minimum Qualifications

• Must have an active NMLS license.

• 2+ years of experience in mortgage, consumer lending, personal banking, or related financial services roles supporting customers directly.

• Experience handling complex customer communications verbally and in writing, including escalations and issue resolution.

• Experience reviewing borrower documentation such as tax forms, financial statements, and credit-related information within a lending process.

Preferred Qualifications

• Experience supporting HELOC, mortgage, or other home lending products.

• Knowledge of mortgage laws, regulations, and compliance requirements.

• Ability to balance strong customer service with operational precision in a high-volume environment.

• Experience identifying workflow improvement opportunities and helping implement scalable solutions.

• Experience working effectively in a fast-paced, high-growth environment with changing priorities.

• High school diploma or GED.

Position location This role is based in either Columbus, Ohio or Burlingame, California in a hybrid working model.

Time zone requirements The team operates on East/West coast time zones.

In-Office requirements. You will be required to work from the office 1-2 days per week.

Travel requirements As a digital first company, the majority of your work can be accomplished remotely / in your local office.

#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).

Columbus, OH - Anticipated Base Salary Range $28.56 — $39.52 USD

This is a Non-Exempt position. Employees in this position are paid an hourly pay rate, on a bi-weekly basis, and are eligible to receive overtime pay for any hours worked over 40 in a work week, or over 8 in a work day if required by state law

Burlingame - Anticipated Hourly Rate Range $28.56 — $39.52 USD

What you'll love

At Upstart, our benefits are designed to support your health, financial well-being, family, and personal growth. Here’s what you can expect:

• Competitive compensation, including base pay,

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