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!  
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? 
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 
The RoleAs a Customer Service Agent, you will play a crucial role in providing our customers a White Glove experience.  You will be responsible for taking ownership of our customer’s inquiries, thoroughly addressing customer questions, provide alternate solutions, and resolve issues various communication channels. Your goal will be to provide an excellent customer experience, enhance brand loyalty and contribute to our company’s growth.  We are looking for dedicated customer service professionals to work in a hybrid environment in our Phoenix office.  Join a team that is committed to providing tools and options to individuals as they advance their financial wellbeing.

Prosper Perks

• Competitive hourly base + monthly bonus
• $1000 sign on bonus
• Employer paid health, dental and vision insurance
• Paid time off, sick time and company paid holidays
• 401K up to 5% employer match
• Health & Wellness benefits including $83/month wellness reimbursement (gym membership, home equipment, massages)
• Other perks including mental health resources, paid parental leave, childcare assistance, tutoring for your children, Udemy access and additional discounts through Perkspot
• Hybrid work schedule

Problems You Will Solve: Customer Support

• 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.
• Effectively and efficiently communicate relevant product features/benefits and alternate solutions.
• Utilize creative problem-solving skills to identify solutions that satisfy customers’ needs.
• Collaborate with cross-functional teams to resolve complex problems efficiently.

Issue Resolution and Ownership:
• Take full responsibility, Investigate, and resolve customer concerns with ownership and urgency.
• Confirm customers are satisfied and understand the decisions and outcomes.
• Analyze customer feedback and provide valuable insights to improve process and prevent recurring issues.

Product Knowledge and Expertise:
• Be the Prospect product expert by maintaining up-to-date, in-depth knowledge of our products/services.
• Provide expert level guidance and support on product usage and troubleshooting.
• 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.

Communication:
• Provide clear and concise information and issue resolution including product updates, promotions, and policy changes.
• Partner with customers and internal teams to provide clear, accurate and proactiv