Mortgage Documentation and Procedure Specialist, Home Lending

About Upstart

Upstart is the leading AI lending marketplace partnering with banks and credit unions to expand access to affordable credit. By leveraging Upstart's AI marketplace, Upstart-powered banks and credit unions can have higher approval rates and lower loss rates across races, ages, and genders, while delivering the digital-first lending experience their customers demand. More than 80% of borrowers are approved instantly, with zero documentation to upload.

Upstart is a digital-first company, which means that most Upstarters live and work anywhere in the United States. However, we also have offices in San Mateo, California; Columbus, Ohio; and Austin, Texas.

Most Upstarters join us because they connect with our mission of enabling access to effortless credit based on true risk. If you are energized by the impact you can make at Upstart, we'd love to hear from you!

The Team

Upstart's Home Equity Lending (HELOC) team is focused on delivering a fast, transparent, and compliant borrowing experience for customers accessing their home's equity. A critical part of this mission is ensuring our processes are clearly documented, easy to follow, and adaptable as products and regulations evolve.

The Documentation and Procedure Specialist serves as the team's procedural subject-matter expert—developing and maintaining Standard Operating Procedures (SOPs), job aids, and process flows. You'll collaborate across processing, underwriting, closing, and compliance teams to make sure documentation is accurate, accessible, and effective in supporting both operational efficiency and regulatory requirements.

How you'll make an impact

• Develop, write, and maintain SOPs, process flows, and job aids for all HELOC functions (origination, processing, underwriting, and closing).
• Regularly review and update documentation for accuracy, clarity, and compliance with federal / state regulations (e.g., RESPA, TILA, Fair Lending).
• Act as a key liaison during audits and compliance reviews, ensuring teams can provide accurate and complete documentation.
• Maintain a centralized repository with version control, ensuring employees always have access to the most current procedures.
• Partner with managers and SMEs to document new or updated processes, especially during product launches or system enhancements.
• Support training efforts by developing reference materials and clearly communicating procedural updates to impacted teams.
• Gather feedback from end-users to continuously improve the usability and effectiveness of documentation.
• Oversee NMLS licensing administration for the Operations team, ensuring effective collaboration with the Legal NMLS Licensing department.

Minimum Qualifications

Preferred Qualifications

Position location

This role is available in the following locations : Columbus, Ohio

Time zone requirements

The team operates on the East / West coast time zones.

In-Office requirements

You will be required to work from the Columbus, OH or San Mateo, CA office 2 days per week.

What you\'ll love

Compensation and location

United States | Remote - Anticipated Hourly Rate Range

$27.45—$37.98 USD

Equal Opportunity

Upstart is a proud Equal Opportunity Employer. We are dedicated to ensuring that underrepresented classes receive better access to affordable credit, and are committed to embracing diversity and inclusion in our hiring practices. We celebrate all cultures, backgrounds, perspectives, and experiences, and know that we can only become better together.

If you require reasonable accommodation in completing an application, interviewing, completing any pre-employment testing, or participating in the employee selection process, please email candidate_accommodations@upstart.com

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