Escalations Specialist

Your role in our mission   The Escalations Specialist is responsible for the resolution of complex borrower complaints that are funneled to the department via live call transfers or assigned Zendesk tickets. This role acts as a specialized resource to investigate service failures, technical roadblocks, and loan lifecycle issues by synthesizing data across multiple systems. The ultimate business impact is to provide creative de-escalation and resolution for borrowers whose needs exceed the scope of frontline support. This role has responsibility for Resolving escalated borrower tickets and calls funneled from frontline agents; investigating technical and servicing hurdles. This role will be responsible for managing assigned Zendesk queues, handling live supervisor-level call transfers, and processing complex loan modifications tasks in various systems. Resources to help you prosper • Compensation & Bonus: $21/hr + monthly bonus • Work-Life Balance: Hybrid schedule with just two collaborative days in-office (Wed/Thu). • Comprehensive Health & Wellness: 100% employer-paid health, dental, and vision insurance premiums. • Rest & Time Off: 20 days of paid time off in your first year (increasing annually) plus paid company holidays. • Continuous Learning & Family Support: Free access to Udemy courses, child and pet care credits via Urban Sitter, Rocket Lawyer legal support, and more. • Daily Perks & Community: Onsite kitchen loaded with snacks and monthly catered team lunches. How you'll make an impact • Provide world class customer service in all consumer based interactions demonstrating active listening, empathy and clear communication • Resolved all forms of general customer complaints and inquiries from escalated tickets, including supporting larger team by handling escalated calls where the customer requests to speak with a supervisor • Research check payments through check processing systems to ensure payments applied correctly • Review calls to validate customers complaints and concerns, properly de-escalate customer concerns with appropriate follow-up, issue resolution, and solutions • Provide outbound call support as needed to close escalated related issues, system failures or immediate remediation projects/processes • General servicing and response to customer escalations and aid customers with online chat, email, and phone correspondence quickly and efficiently, often producing creative solutions • Own ticket and call completion within associated SLAs (Service Level Agreement) • Assist on CCPA and SCRA complaints • Follow procedures and policies for assisting customers and documenting each contact • Manage various queues in Zendesk while managing individual assigned tickets and tasks • Adapt to procedural and policy changes as published and according to training delivered • Proactively identify trends and make recommendations for improvement • Achieve performance objectives relating to Productivity, Quality & Compliance, and Customer Satisfaction • Communicate operational issues that could negatively impact the Borrower/Lender experience Skills that will help you thrive • High School diploma (or GED) with a minimum of 2+ years telephone operations or business administration experience required • Ability to provide an outstanding customer service • Flexible availability to work hours of operation that currently include early mornings, evenings, and a hybrid working environment (In office Wed and Thursday each week). • Demonstrated success previously adhering to a set schedule and meeting or surpassing WFM call metrics • Ability to work at fast pace - must be ready and motivated to learn the processes quickly and help build a growing business • Excellent people skills; organized and detail oriented • Display a heightened sense of urgency in previous work settings, an elevated attention to detail and be able to communicate clearly and concisely • Strong knowledge of customer service and administrative etiquettes • A proven initiative-taker who is not afraid to speak up about process improvement opportunities • Skilled in various customer service arenas, with experience in a contact center setting • Ability to work in a dynamic environment of rapid change in procedures and prioritization Interview process • Recruiter Call: A brief screening to discuss your experience and initial questions • Team/Virtual Interview: Meet team members for collaborative discussions About Our Operations Team   Rooted in our values, Prosper’s Operations team is driven by how we can improve the customer experience, always thinking there must be a better way. If you are looking for a mission driven company with a great culture, check us out! As a Prosper employee, you will have the opportunity to take ownership of your career - we offer learning opportunities and career development plans. Come join a dedicated, diverse community that will help you discover your fullest potential! Are you ready to Prosper?    About Us Prosper introduced U.S. consumers to an innovative approach to personal finance as the first peer-to-peer lending platform in the country. Since 2005, Prosper has helped over 2 million customers achieve financial well-being through a comprehensive suite of digital personal finance products.   Prosper’s flagship personal loan* marketplace continues to offer unique value for both borrowers and investors, while the Prosper® Card¹ provides essential access to credit and flexibility for those managing their financial journey. Guided by its mission to advance financial well-being, Prosper is dedicated to helping people thrive by meeting people where they are with simple, trusted, and affordable financial solutions. Learn more at www.prosper.com.   We’re on a mission to hire the very best, and we are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere. It is important to us that every hire connects with our vision, mission, and core values. Join a leading fintech company that’s democratizing finance for all!     Our Values Diversity expands opportunities Collaboration creates better solutions Curiosity fuels our innovation Integrity defines all our relationships Excellence leads to longevity  Simplicity guides our user experience  Accountability at all levels drives results www.prosper.comOur Story & Team  //   Our Blog    Applicants have rights under Federal Employment Laws.Family & Medical Leave Act (FMLA)Equal Employment Opportunity (EEO)Employee Polygraph Protection Act (EPPA)    California applicants: please click here to view our California Consumer Privacy Act (“CCPA”) Notice for Applicants, which describes your rights under the CCPA.   Illinois applicants: please click here to view our Artificial Intelligence Notice for Applicants.   At Prosper, we're looking for people with passion, integrity, and a hunger to learn. We encourage you to apply even if your experience doesn't precisely match the job description. Your unique skill set and diverse perspective will stand out and set you apart from other candidates. Prosper thrives with people who think outside of the box and aren't afraid to challenge the status quo. We invite you to join us on our mission to advance financial well-being.Prosper is committed to an inclusive and diverse workplace. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical​​​ condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law, including the San Francisco Fair Chance Ordinance. Prosper will consider for employment qualified applicants who are non-US citizens and will provide green card sponsorship.   *All personal loans are made by WebBank. ¹The Prosper® Card is an unsecured credit card issued by Coastal Community Bank, Member FDIC, pursuant to license by Mastercard® International.