Senior Escalations Specialist — Complex Loan Resolutions

Prosper Marketplace; Phoenix (AZ); Hybrid; USD 29,000 - 34,000; Full time

Benefits offered by this job

Hybrid work schedule

Employer-paid health, dental, vision

Job summary

Prosper is seeking an Escalations Specialist to resolve complex borrower complaints and investigate service or loan issues across multiple systems. You will de-escalate, follow up and provide creative solutions while managing tickets and calls.

The role features a hybrid schedule with two in-office days weekly, comprehensive benefits, and ongoing learning opportunities through Udemy and partner programs. Join a mission-driven fintech with a focus on customer well-being.

Qualifications

• Minimum 2+ years telephone operations or business administration experience.

Responsibilities

• Provide world class customer service across calls, tickets and chats.
• Resolve escalated borrower complaints and investigate service or loan issues.
• Manage Zendesk queues and supervisor transfers as needed.
• Review and de-escalate customer concerns with follow-up actions.

Skills

Customer service

Active listening

Empathy

Clear communication

Phone operations

Schedule adherence

Fast-paced work

Education

High School diploma or GED

Tools

Zendesk

Job description

Prosper is seeking an Escalations Specialist to resolve complex borrower complaints and investigate service or loan issues across multiple systems. You will de-escalate, follow up and provide creative solutions while managing tickets and calls.

The role features a hybrid schedule with two in-office days weekly, comprehensive benefits, and ongoing learning opportunities through Udemy and partner programs. Join a mission-driven fintech with a focus on customer well-being.