The RoleThe Escalations Specialist has responsibility for all aspects of Complaint Management and Response, including assisting customers through research, validation and communication of actionable results.Whats In It For YouBase hourly rate starting at $21 per hour + monthly bonus incentiveHybrid work schedule –Two days (W/TH) a week in office  Employer paid health, dental and vision insurance Paid time off (20 days for first year, increases annually thereafter) plus company paid holidays  Access to education & career development courses through Udemy, child & pet care assistance credits with Urban Sitter, legal resources through Rocket Lawyer, and more! Onsite kitchen with fully stocked snacks & monthly catered lunches What You Will DoClose out all forms of general customer complaints from escalated tickets (bypass complaints to close), including supporting larger team by handling escalated calls where the customer requests to speak with a supervisor (including at partner sites)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 solutionsProvide 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 and entry level visibility into CEO/social mediaFollow procedures and policies for assisting customers and documenting each contactManage various queues in Zendesk while managing individual assigned tickets and tasksProvide world class customer service in all consumer based interactions with active listening, empathy and clear communication Adapt to procedural and policy changes as published and according to training delivered  Proactively identify trends and make recommendations for improvementAchieve performance objectives relating to productivity, quality, and skill development Ensure queues are within SLA requirementsCommunicate operational issues back to the business, which could negatively impact the Borrower/Lender experienceAbout YouMinimum 1+ years telephone operations or business administration experience requiredFlexible availability to manage hours of operation that currently includes early mornings, evenings, and Saturdays and is subject to expansion to meet customer needsDemonstrated success previously adhering to a set schedule and meeting or surpassing WFM call metricsAbility to work at fast pace - must be ready and motivated to learn the processes quickly and help build a growing businessExcellent people skills; organized and detail orientedDisplay a heightened sense of urgency in previous work settings, an elevated attention to detail and be able to communicate clearly and conciselyStrong knowledge of customer service and administrative etiquettesA proven initiative-taker who is not afraid to speak up about process improvement opportunitiesAbility to provide world class customer serviceSkilled in various customer service arenas, with experience in a contact center settingFlexibility and able to work in a dynamic environment of rapid change in procedures and prioritization
Compensation details: The starting salary for this position is $21 per hour, plus monthly bonus and generous benefits. In determining your salary, we will consider your experience and other job-related factors.

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About Our Operations TeamRooted 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 UsFounded in 2005 as the first peer-to-peer marketplace lending platform in the U.S., Prosper was built on a simple idea: connect people who want to borrow money with those who want to invest. Since inception, Prosper has helped more than 2 million people gain access to affordable credit with over $28 billion in loans originated through its platform. Our mission is to help our customers advance their financial well-being through a variety of products including personal loans, credit, home equity lines of credit (HELOC), and our newest product, HELoan. Our diverse culture rewards accountability and cross functional teamwork because we believe this encourages innovative thinking and helps us deliver on our mission.   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 ValuesDiversity expands opportunitiesCollaboration creates better solutions Curiosity fuels our innovationIntegrity defines all our relationshipsExcellence leads to longevity Simplicity guides our user experience Accountability at all levels drives results
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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.