The Role

As an Investor Services Agent at Prosper Marketplace, you will play a crucial role in providing our investors a white glove experience. You will be responsible for taking ownership of our customer’s inquiries, thoroughly addressing customer questions, provide alternate solutions, and resolving issues across 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.

What's In It For You

• Base hourly rate of $20 per hour + monthly bonus incentive
• 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
• 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

• Drive First Call Resolution when talking to our Retail Investors and other customers, all while identifying and addressing their concerns with clear and concise information including product updates, promotions and policy changes (this will include both inbound and outbound calls)
• 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 required
• Customer first mindset, previous experience working with advanced client and customer inquiries
• At least 2-3 years of relevant experience, demonstrating exceptional problem-solving skills on behalf of customers and clients
• Experience making both inbound and outbound calls in an operations or call center environment
• Ability to work successfully in a fast-paced environment
• Working knowledge of windows and MS products; able to navigate multiple screens/systems
• Strong written and oral communication skills

Starting rate of $20 per hour + monthly bonus incentive

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