Teams at Prosper

Resolve complex borrower complaints escalated from frontline support through calls and Zendesk tickets. Investigate payment, technical, servicing, and loan modification issues across systems; de-escalate customers; complete follow-up via phone, chat, and email; meet service-level, quality, compliance, productivity, and satisfaction goals. The role also supports CCPA and SCRA complaints, identifies service trends, recommends process improvements, and communicates operational issues affecting borrower experiences.

Develops and delivers training programs, learning content, job aids, and assessments for operations employees. Focuses on sales enablement, customer engagement, product and system changes, policy updates, and ongoing skill development. Collaborates with subject matter experts and leaders, translates complex information into clear content, tracks training effectiveness, and improves materials based on feedback. Requires strong writing, communication, coaching, analytical, project-management, and stakeholder-collaboration skills.

Provides operational support for credit products by reviewing audit reports, researching root causes, remediating servicing issues, resolving credit bureau disputes, monitoring payment flows, and addressing system-sync problems. The role maintains control documentation, supports policy adherence, identifies process improvements, and serves as an operations subject matter expert while collaborating with internal stakeholders.