Associate Compliance Manager, Complaints

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 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 m…