Licensed Loan Advisor

About the role

The Licensed Loan Advisor supports home lending applicants throughout the application journey, guiding them through next steps, setting expectations, and moving forward with clarity and confidence. This role involves managing application-related tasks with accuracy and attention to detail, ensuring files progress smoothly and important information is captured clearly. It also includes identifying issues, gaps, or inconsistencies in borrower information and partnering with cross-functional teams to resolve them quickly and effectively. Additionally, the role involves contributing to process improvements that strengthen operational excellence and improve the borrower experience as the team scales.

Responsibilities

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

Requirements

• 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.

Qualifications

• High school diploma or GED.

Skills

• Strong customer service skills.
• Operational precision in a high-volume environment.
• Ability to identify workflow improvement opportunities and help implement scalable solutions.
• Experience working effectively in a fast-paced, high-growth environment with changing priorities.

Benefits

• 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.
• 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!).