Customer Experience Agent II

The Role
As a Customer Experience Agent II, you'll be a trusted guide for our customers and investors during pivotal moments in their financial journey. This isn't your typical support role; you'll be a problem-solver, a product expert, and a key voice of our brand. You will master the details of our personal loan services and investor platform, untangling complex inquiries and providing the clear, empathetic support that sets us apart. If you thrive on challenges and are driven by the desire to find the best possible solution, you'll find a rewarding career path with us!
Your success starts with connection. This role requires up to 5-weeks on-site for your initial onboarding experience in our Phoenix office to ensure you're fully integrated with the team and our processes. Following this period, you'll enjoy a hybrid model, collaborating with the team in-office every Wednesday and Thursday and working remotely the other three days. We value strong communication and engagement, whether you're in the office or working from home.

Problems You Will Solve

• Deliver World-Class Support: Provide exceptional, high-touch service to our customers and investors across phone, email, and chat, acting as a knowledgeable and reliable resource.
• Own the Resolution: Take full ownership of customer inquiries, using your expertise and research skills to ensure first-contact resolution and leave customers feeling confident and cared for.
• Guide Our Investors: Assist our retail investor base with everything from account creation and troubleshooting to navigating tax documentation and understanding their portfolio's performance.
• Become a Subject Matter Expert: Develop a deep understanding of our products, services, and regulatory requirements, utilizing our knowledge base to provide accurate and compliant solutions.
• Document with Precision: Accurately record all customer interactions and resolutions in our CRM system, maintaining the highest standards for data privacy and security.

About You

• A Positive, Team-First Attitude: You believe that a great team is built on mutual respect and a shared drive for success. You bring a positive energy and a willingness to contribute to a collaborative and supportive culture.
• A Knack for Building Relationships: You have a natural ability to connect with people, listen with empathy, and build trust with both customers and colleagues.
• Unwavering Composure: You excel in a dynamic environment and handle complex, sensitive inquiries with patience, professionalism, and a solutions-oriented mindset.
• Exceptional Communication: You have strong written and verbal skills, with the ability to explain complex topics with clarity and precision.
• Experience & Work Ethic: A demonstrated history of excellent performance and meticulous attention to detail in a customer-facing role (minimum 2 years for external candidates; 6 months for internal candidates).
• Tech-Savvy & Adaptable: You are comfortable and effective in a fast-paced, multi-system environment, able to navigate 5-6 different applications to find the information you need.

Requirements for Internal Applicants

• Minimum 6+ months’ consistent and demonstrated history of optimal work performance, attention to detail, full compliance with all work protocols and company policies, and an excellent work ethic is required. *Note: Prosper reserves the ability to resort back to standard protocol of a minimum of 6 months experience required.
• Applicants whose work history does not meet the above expectation may not be considered for interview. This includes, but is not limited to, the following: QC failures, Any adherence concerns to Prosper’s Flexible Work Mode Policy, A showing of ability to consistently and fully adhere to established work and in-office schedule is required. All corrective action incidents within the past 6 months may be considered, including verbal discussions or coaching, emails, written warnings, and any kind of performance action plan.

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 afford