Customer Experience Agent II

The RoleThe Customer Experience Representative II will handle complex customer inquiries across multiple channels, including phone, email, and chat. This role requires a deep understanding of products and regulatory requirements to provide high-quality service and resolve issues effectively.

Problems You Will Solve

• Provide exceptional customer service on inbound calls and email with in-depth product and service knowledge across multiple channels.
• Ensure first call resolution by thoroughly investigating and addressing customer concerns.
• Assist Prospers Retail Investor customer base by completing transactions related to account creation, account updates, troubleshooting, website navigation, automated investment set up, tax documentation, verifying documents, and managing investor inquires and concerns.
• Support phone-based and offline (email, chat) requests for multi-product support. Note: This role will handle inbound calls & emails for Prosper Retail Investors as well as overflow support for Customer Service and Application by Phone call types.
• Maintain product expertise and stay updated on product changes, promotions, and SOP updates.
• Meet or exceed company standards for professionalism, problem-solving, and customer satisfaction.
• Complete Retail Investor callbacks as needed
• Resolve highly complex customer inquiries with a high attention to detail on regulatory requirements.
• Document customer interactions and resolutions accurately in the CRM system.
• Adhere to all company policies and procedures, including data privacy and security standards.

About You

• Strong written and verbal communication skills.
• Ability to work effectively in a multi-system, fast-paced environment.
• Familiarity with customer service software and CRM systems.
• Strong analytical skills and attention to detail, particularly regarding regulatory requirements.
• Demonstrated ability to handle complex inquiries and provide detailed solutions.

Requirements for Internal Applicants

• Minimum 3+ 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 affordable credit with over $27 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