The Escalations Specialist is responsible for the resolution of complex borrower complaints that are funneled to the department via live call transfers or assigned Zendesk tickets. This role acts as a specialized resource to investigate service failures, technical roadblocks, and loan lifecycle issues by synthesizing data across multiple systems. The ultimate business impact is to provide creative de-escalation and resolution for borrowers whose needs exceed the scope of frontline support.
This role has responsibility for Resolving escalated borrower tickets and calls funneled from frontline agents; investigating technical and servicing hurdles. This role will be responsible for managing assigned Zendesk queues, handling live supervisor-level call transfers, and processing complex loan modifications tasks in various systems.
Resources to help you prosper
- Compensation & Bonus: $21/hr + annual bonus
Work-Life Balance: Hybrid schedule with just two collaborative days in-office (Wed/Thu).
Comprehensive Health & Wellness: 100% employer-paid health, dental, and vision insurance premiums.
Rest & Time Off: 20 days of paid time off in your first year (increasing annually) plus paid company holidays.
Continuous Learning & Family Support: Free access to Udemy courses, child and pet care credits via Urban Sitter, Rocket Lawyer legal support, and more.
Daily Perks & Community: Onsite kitchen loaded with snacks and monthly catered team lunches.
How you'll make an impact
Provide world class customer service in all consumer based interactions demonstrating active listening, empathy and clear communication
Resolved all forms of general customer complaints and inquiries from escalated tickets, including supporting larger team by handling escalated calls where the customer requests to speak with a supervisor
Research check payments through check processing systems to ensure payments applied correctly
Review calls to validate customers complaints and concerns, properly de-escalate customer concerns with appropriate follow-up, issue resolution, and solutions
Provide outbound call support as needed to close escalated related issues, system failures or immediate remediation projects/processes
General servicing and response to customer escalations and aid customers with online chat, email, and phone correspondence quickly and efficiently, often producing creative solutions
Own ticket and call completion within associated SLAs (Service Level Agreement)
Assist on CCPA and SCRA complaints
Follow procedures and policies for assisting customers and documenting each contact
Manage various queues in Zendesk while managing individual assigned tickets and tasks
Adapt to procedural and policy changes as published and according to training delivered
Proactively identify trends and make recommendations for improvement
Achieve performance objectives relating to Productivity, Quality & Compliance, and Customer Satisfaction
Communicate operational issues that could negatively impact the Borrower/Lender experience
Skills that will help you thrive
High School diploma (or GED) with a minimum of 2+ years telephone operations or business administration experience required
Ability to provide an outstanding customer service
Flexible availability to work hours of operation that currently include early mornings, evenings, and a hybrid working environment (In office Wed and Thursday each week).
Demonstrated success previously adhering to a set schedule and meeting or surpassing WFM call metrics
Ability to work at fast pace - must be ready and motivated to learn the processes quickly and help build a growing business
Excellent people skills; organized and detail oriented
Display a heightened sense of urgency in previous work settings, an elevated attention to detail and be able to communicate clearly and concisely
Strong knowledge of customer service and administrative etiquettes
A proven initiative-taker who is not afraid to speak up about process improvement opportunities
Skilled in various customer service arenas, with experience in a contact center setting
Ability to work in a dynamic environment of rapid change in procedures and prioritization
Interview process
- Recruiter Call: A brief screening to discuss your experience and initial questions
- Team/Virtual Interview: Meet team members for collaborative discussions
- Diversity expands opportunities
- Collaboration creates better solutions
- Curiosity fuels our innovation
- Integrity defines all our relationships
- Excellence leads to longevity
- Simplicity guides our user experience
- Accountability at all levels drives results
Skills Required
- High school diploma or GED
- 2+ years of telephone operations or business administration experience
- Outstanding customer service skills
- Flexible availability, including early mornings and evenings
- Ability to work a hybrid schedule with in-office work on Wednesdays and Thursdays
- Experience adhering to schedules and meeting or exceeding workforce management call metrics
- Ability to learn processes quickly in a fast-paced environment
- Excellent people skills, organization, and attention to detail
- Clear and concise communication skills
- Knowledge of customer service and administrative etiquette
- Customer service experience in a contact center setting
- Ability to adapt to changing procedures and priorities
- Initiative to identify and communicate process improvement opportunities
What We Do
Prosper’s mission is to advance financial well-being. The company’s online lending platform connects people who want to borrow money with individuals and institutions that want to invest in consumer credit. Borrowers get access to affordable fixed-rate, fixed-term personal loans. Investors have the opportunity to earn solid returns via a data-driven underwriting model. To date, over $17 billion in personal loans have been originated through the Prosper platform for debt consolidation and large purchases such as home improvement projects, medical expenses and special occasions.
