Associate Compliance Manager, Complaints

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.

Upstart's Compliance team partners across the company to build and maintain a strong compliance management system that supports responsible innovation and protects customers. The Complaints Oversight function serves as the second line of defense, providing independent oversight of complaint management practices, monitoring regulatory compliance, and identifying emerging risks that inform business decisions and program improvements.

As the Associate Compliance Manager - Complaints, you will help strengthen and mature Upstart's complaints oversight program. You'll partner closely with Legal, Risk, Operations, Third Party Risk Management and other cross-functional stakeholders to evaluate complaint trends, monitor compliance with consumer banking regulations, and help ensure customer issues are identified, escalated, and resolved appropriately.

• Partner with Operations, Legal, and Risk teams to provide second line compliance oversight and guidance for customer complaint management activities.
• Monitor complaint program execution against established policies, procedures, and regulatory requirements, identifying opportunities to reduce customer harm and compliance risk.
• Analyze complaint data, trends, and emerging risk indicators to identify systemic issues and recommend corrective actions or customer remediation where appropriate.
• Develop monitoring routines, reporting, and governance processes that strengthen the maturity and independence of the complaints oversight program.
• Provide risk-based guidance on complex regulatory questions involving consumer lending and deposit products while helping stakeholders understand regulatory expectations and business impacts.
• Support the evolution of the complaints compliance program by documenting future-state requirements, improving reporting capabilities, and contributing to long-term program enhancements.
• Balance tactical knowledge with  proven leadership and communication skills to guide conversations amongst stakeholders with differening viewpointsDrive proposals and conclusions using data and trends to support  thoughtful conclusions and influence change.

• Bachelor's degree in Accounting, Business, Finance, Risk Management, Law, or a related field (or equivalent practical experience).
• 5+ years of experience supporting second line compliance, complaints oversight, or compliance risk management within the banking or financial services industry.
• Certified Regulatory Compliance Manager (CRCM) certification from the American Bankers Association.
• Experienced in providing explanations of consumer banking products and governing compliance requirements in simple terms for a variety of audiences.
• Experience evaluating complaint trends, conducting compliance monitoring, and communicating regulatory risk assessments to business stakeholders.

• Knowledge of third-party risk oversight and vendor compliance programs.
• Ability to translate complaint data and emerging risk trends into actionable recommendations for senior leadership.
• Experience designing or maturing compliance monitoring, reporting, or governance programs.
• Skills in using analytics or AI-enabled tools to identify emerging complaint themes, summarize large data sets, and improve risk reporting.

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, bonus opportunities, and annual equity grants that vest quarterly 
• Retirement benefits to help you plan for the future, including a 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually (USD in the US, CAD in Canada)
• Employee Stock Purchase Plan (ESPP) with discounted stock purchase options for eligible employees (US only)
• Comprehensive health coverage designed to support you and your family, including medical, dental, vision, and wellness resources for US and supplemental health coverage for Canada.
• Health Savings Account contributions from Upstart for eligible plans (US only)
• Income protection benefits, including life insurance and disability coverage for added financial security
• Paid time off, sick leave, and company holidays, in line with local requirements
• Paid family and parental leave to support caregiving and major life moments (duration varies by country)
• Family-centered benefits to support fertility, parenthood, and caregiving needs
• Employee Assistance Program (EAP) offering mental health support and life-centered resources
• Financial wellness resources, including access to financial planning tools and a financial concierge service (US Only)
• Annual wellness allowance to support your physical and emotional well-being and personal development, based on what matters most to you
• Annual productivity allowance to invest in relevant tools and resources you need to do your best work, no matter where you work from
• Connection and community through team events, all-company updates, and employee resource groups (ERGs)
• Onsite perks, including catered lunches and fully stocked micro-kitchens when working from one of our offices in the Bay Area, Austin, Columbus, and New York City (opening Summer 2026!)

For roles based in Canada, please note that we are not currently able to hire in Quebec.

Upstart is a proud Equal Opportunity Employer. Just as we are dedicated to improving access to affordable credit for all, we are committed to inclusive and fair hiring practices.

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

https://www.upstart.com/candidate_privacy_policy