Customer Service Agent

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 a million people gain access to affordable credit with over $23 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
www.prosper.comOur Story & Team  //   Our Blog 
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? 
The RoleAs a Customer Service Agent, you will play a crucial role in providing our customers a white glove experience.  In this inbound, phone-based role you will be responsible for taking ownership of our customer’s inquiries, thoroughly addressing customer questions, providing alternate solutions, and resolving issues through various communication channels. Join our Phoenix based team that is committed to enhancing brand loyalty and contributing to our company’s continued growth. 

What's In It For You

• Starting at 19/hr + monthly bonus
• Hybrid 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
• 401K up to 5% employer match
• $83/month gym & office equipment reimbursement and $50/month internet stipend
• 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 Do

• Create a white glove experience by delivering superior product and service knowledge in a respectful and efficient manner
• Drive First Call Resolution by identify and addressing customer concerns by providing clear and concise information including product updates, promotions and policy changes
• Utilize creative problem-solving skills with ownership and urgency to identify solutions that satisfy customers’ needs
• Collaborate with cross-functional teams to resolve complex problems efficiently
• Analyze customer feedback and provide valuable insights to improve process and prevent recurring issues
• Safeguard customer information by following all regulatory and compliance requirements
• Ensure all interactions meet or exceed company standards for professionalism, problem-solving and customer satisfaction
• Proactively identify areas for improvement, accept coaching guidance and take ownership of implementing and driving personal performance

What You Have Done

• High school diploma or GED required
• Customer first mindset
• At least 1 year of experience demonstrating exceptional problem-solving skills on behalf of customers and clients
• Ability to work successfully in a fast-paced environment
• Working knowledge of windows and MS products; able to navigate multiple screens & systems simultaneously
• Strong written and oral communication skills

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Applicants have rights under Federal Employment Laws.Family & Medical Leave Act (FMLA)