Remote Complaints Jobs (NOW HIRING)

The Team: 

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.

How you'll make an impact

• 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.

Minimum Qualifications 

• 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.

Preferred Qualifications

• 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.

Position location This role is available in the following locations: Remote 

Time zone requirements The 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.

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