Escalations Specialist: Borrower Resolution Pro

Prosper; Phoenix, Northern (AZ, KY); Hybrid; USD 25,000 - 33,000; Full time

Benefits offered by this job

Hybrid work schedule

Health insurance

20 days PTO + holidays

Udemy courses access

Team lunches

Job summary

Prosper is seeking an Escalations Specialist in the Phoenix, AZ area to resolve complex borrower complaints by investigating service failures and synthesizing data across multiple systems. The role focuses on de-escalation and creative resolution beyond frontline support.

You will manage Zendesk queues, handle supervisor-level call transfers, and process complex loan modification tasks within several systems, operating on a hybrid schedule with two in-office days (Wed & Thu).

Qualifications

• High School diploma or GED required.
• 2+ years in telephone operations or business administration preferred.
• Ability to provide outstanding customer service.
• Flexible availability for hybrid in-office schedule (Wed/Thu).
• Experience in a contact center environment is a plus.

Responsibilities

• Provide world-class customer service in all interactions with active listening and empathy.
• Resolve escalated borrower tickets and calls; support larger team with supervisor-level contacts.
• Research check payments and ensure proper application in processing systems.
• Review calls to validate complaints and de-escalate with proper follow-up and resolution.
• Provide outbound call support to close escalated issues or remediation projects.
• Respond to customer escalations via chat, email, and phone, offering creative solutions.
• Own ticket and call completion within SLA.
• Assist on CCPA and SCRA complaints.
• Manage Zendesk queues and assigned tickets; adapt to policy changes.
• Identify trends and recommend improvements; meet Productivity, Quality & Compliance goals.

Skills

Outstanding customer service

Active listening

Empathy

Fast-paced work

Clear communication

Education

High School diploma or GED

Tools

Zendesk

Job description

Prosper is seeking an Escalations Specialist in the Phoenix, AZ area to resolve complex borrower complaints by investigating service failures and synthesizing data across multiple systems. The role focuses on de-escalation and creative resolution beyond frontline support.

You will manage Zendesk queues, handle supervisor-level call transfers, and process complex loan modification tasks within several systems, operating on a hybrid schedule with two in-office days (Wed & Thu).