The Powered by Upstart platform allows lenders to leverage Upstart’s online application flow, underwriting engine and verification process to offer unsecured personal loans to their own customers. Our platform makes it quick and easy to launch and manage a highly automated lending program powered by machine learning without having to manage technology infrastructure or hire engineers and credit analysts.

 Act as the Operations lead for a developing product that matches customer’s automotive repair needs with shops in their area. Act as the consumer advocate for the life of the repair. Work hand in hand with the product manager to constantly iterate and tune the processes, workflow and sequence of events in the consumer and shop experience to drive conversion and reduce bounce rate. Rapidly gained automotive repair subject expertise to effectively communicate and dialogue with both consumers and shop owners. Attended AdvisorFix sales seminar and studying for the Automotive Service Excellence (“ASE”) service advisor certification test. Onboard shops that enroll in the product; set workflow requirements, manage expectations, and calibrate their prices based on their shop labor rate and parts pricing matrix. Conduct 30-minute consumer interviews to ascertain feelings around automotive repair. Draft accompanying customer journey maps and present them to the product and UX teams. Constantly find ways to delight customers in a new way of finding and purchasing automotive repair. Staying with the customer when the repair experience was sub-par; investigate and enact corrective action as necessary.

 Managed 170+ accounts on our SaaS marketing and certification platform. Responsible for 100% of the customer relationship post-sale: onboarding, contract execution, retention, billing, support.  Coached shop owners and their staff on effective sales techniques and obtaining the best use of the product. Upsold customers to enroll in add-on programs with client partners such as USAA, AARP and Castrol. Liaised with the Automotive Pro team to deal with customer complaints in our network shops. Documented 16 processes and workflows on Papyrus intranet pages. Identified areas for operational improvement. Developed and trained other team members on how to create effective ROI reports; maintained one of the lowest churn rates on the team.

 Second member of operations team at a high growth early stage startup. Reviewed personal loan applications in accordance with Upstart policies and procedures. Identify red flags in the application process that may pose reputational or material risk to the company. Reviewed and verified financial documents such as pay stubs, W-2’s, 1099's, tax returns, and bank statements in order to determine eligibility and the need for adjustments to the interest rate Upstart is able to extend. Interact with borrowers via phone, email and live chat to verify identity and/or employment information, explain documentation requirements, and answer any questions borrowers may have regarding their loans. Worked with the Product Team to enhance the front end user experience and identify inconsistencies in the proprietary algorithm used to calculate loan rates and eligibility. Supplied the Growth Team with demographic details on our customers and provide ideas for audience expansion and marketing strategies. Managed the weekend operations, including support and analyst teams.

 Developed the newly created Monitoring and Testing team comprised of 5 associates to ensure efficiency and accuracy of sanctions reviews across the Enterprise to ensure compliance with the Office of Foreign Assets Control (“OFAC”) and other global sanctions authorities dependent on the jurisdiction. Identified gaps and emerging risk in the controls, processes and technology of sanctions review units across the Enterprise and produced corresponding reports and audit issues. Conducted 35 hours of onsite or virtual training annually to key lines of business and operations units. Reduced the number of human or technology driven screening errors from an average high of 14 per quarter in 2009 to 3 per quarter in 2012. Conducted ongoing Quality Assurance testing of the economic sanctions reviews of 4 high risk business units consisting of 120 associates. Participated in an onsite review of a wire operations office in London and led a month long review of a wire and trade finance operations offices in Mumbai and Hyderabad, India and drafted the corresponding report. Provided guidance on several conflicts between local banking or privacy laws in Brazil, Mexico, Greece and Japan and the bank’s obligations to uphold US law. Conducted periodic testing and quantitative analysis based on six sigma principles of specific lines of business and communicated the findings and recommendations to senior leaders within the business.

 Managed a team of 9 associates that handled escalations by multiple lines of business that conducted economic sanctions screening, globally. Contacted clients and counterparties to obtain sensitive identifying information in order to resolve potential matches against the Specially Designated Nationals (“SDN”) list. Reduced the average compliance response time by 40%, increasing business and customer satisfaction. Led projects to draft two Business Requirement Documents to enhance a case management system and build out an in house database with Google search functionality. Drafted procedures and streamlined operational workflows to maximize efficiency. Led transition related projects related to the merger of Bank of America and Merrill Lynch and the sharing of sanctions related lists and data. Developed a process of identifying wire payment related errors, technology or human driven, and enacted the necessary corrective action, including writing clarification letters and voluntary self-disclosures to OFAC.

 Conducted enhanced due diligence on global clients who were residents/citizens/taxpayers in Non-Cooperative Countries and sensitive jurisdictions. Utilized Lexis/Nexis and extensive Internet research to ensure proper Know Your Customer (“KYC”) documentation for senior foreign political figures. Drafted Suspicious Activity Reports (“SARs”) for submission to the Financial Crimes Enforcement Network (“FinCEN”). Submitted weekly entries to the Merrill Lynch Private File, which contained the names of individuals and entities with whom the Firm has decided not to do business.