The Role
The Operations System Administrator manages contact center systems, optimizes voice operations and routing strategies, and maintains compliance with regulations.
Summary Generated by Built In
Your role in our mission
Prosper is looking for a flexible and detail-oriented individual with experience managing both inbound and outbound contact center systems across multiple lines of business (sales, service, investor, credit risk, collections, etc.). Within the Communications Channels team, this administrator will be responsible for acquiring, configuring, and routing/skilling toll-free numbers (TFNs), managing dialer systems, and optimizing all voice channel operations. The ideal candidate will have hands-on experience developing call/work routing strategies and outbound calling campaigns while maintaining key performance indicators (KPIs) and ensuring compliance across each team/organization. This position will have heavy reliance on cross-functional relationships to forecast workflows/volumes and ensure appropriate interval staffing/scheduling to maintain aggressive KPIs in the pursuit of a peerless Customer Experience.
How you'll make an impact
- Oversee the relationship with NICE cloud-based contact center vendor (CXone/LiveVox)
- Manage dialer/IVR software upgrades and integrations with other systems
- Conduct regular maintenance/updates to ensure systems are running smoothly
- Vet and test the connection of CXone/LiveVox with various platforms used to service the contact center (e.g., call recording software)
- Support real-time monitoring and routing practices along with communication channels in the operations centers to ensure dynamic management of service levels
- Create call scripts that use smart routing and data from internal data sources to ensure minimal dials by customers to arrive at the correct Prosper department
- Manage and maintain all outbound calling systems and settings
- Optimize dialing lists, campaign schedules, and call routing based on business requirements
- Implement and manage call recording, monitoring, and reporting functionalities
- Collaborate with Legal & Compliance teams to ensure contact strategies comply with all applicable laws, regulations, and company policies including audit support
Skills that will help you thrive
3+ years experience as a Dialer Administrator or in a similar contact center role, or 2+ years with a Bachelor's degree.
Knowledge of standard call center applications and systems, including IVR, ACD, and dialer technologies
Experience with NICE’s CXone or LiveVox platform strongly preferred
Experience with LiveVox/NICE and non/voice technology integrations preferred (Zendesk or various Chat/Chatbot functions)
Work collaboratively with internal and external organizations and business partners
Multi-tasker with strong attention to detail
Strong analytical, reasoning, and reporting skills
Ability to work a flexible schedule to meet business and workgroup needs
Demonstrated success working in a fast-paced, dynamic work environment
Resources to help you prosper
- A connected experience: We prioritize high-touch collaboration and flexibility. Whether you are working from our San Francisco or Phoenix offices or joining us as a fully remote team member, we provide the digital-first tools and intentional culture to keep you synced and supported
- Invested in your future: A competitive salary and a 401(k) with a 5% company match to help you build long-term financial security
- Holistic well-being: We provide the resources you need to thrive, from flexible time off and paid parental leave to an annual wellness allowance and comprehensive health coverage
- Professional & personal growth: Take advantage of a suite of premium perks, including Udemy access, childcare assistance, pet insurance, and a bevy of additional savings through Beneplace
About Our Operations Team
Rooted 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?
About Us
Prosper introduced U.S. consumers to an innovative approach to personal finance as the first peer-to-peer lending platform in the country. Since 2005, Prosper has helped over 2 million customers achieve financial well-being through a comprehensive suite of digital personal finance products.Prosper’s flagship personal loan* marketplace continues to offer unique value for both borrowers and investors, while the Prosper® Card¹ provides essential access to credit and flexibility for those managing their financial journey. Guided by its mission to advance financial well-being, Prosper is dedicated to helping people thrive by meeting people where they are with simple, trusted, and affordable financial solutions. Learn more at www.prosper.com.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 Values
- 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
Applicants have rights under Federal Employment Laws.Family & Medical Leave Act (FMLA)Equal Employment Opportunity (EEO)Employee Polygraph Protection Act (EPPA)
California applicants: please click here to view our California Consumer Privacy Act (“CCPA”) Notice for Applicants, which describes your rights under the CCPA.
Illinois applicants: please click here to view our Artificial Intelligence Notice for Applicants.
At Prosper, we're looking for people with passion, integrity, and a hunger to learn. We encourage you to apply even if your experience doesn't precisely match the job description. Your unique skill set and diverse perspective will stand out and set you apart from other candidates. Prosper thrives with people who think outside of the box and aren't afraid to challenge the status quo. We invite you to join us on our mission to advance financial well-being.Prosper is committed to an inclusive and diverse workplace. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law, including the San Francisco Fair Chance Ordinance. Prosper will consider for employment qualified applicants who are non-US citizens and will provide green card sponsorship.
*All personal loans are made by WebBank.¹The Prosper® Card is an unsecured credit card issued by Coastal Community Bank, Member FDIC, pursuant to license by Mastercard® International.
Skills Required
- 1 year+ experience as a Dialer Administrator or in a similar contact center role
- Knowledge of standard call center applications and systems, including IVR, ACD, and dialer technologies
- Experience with NICE's CXone or LiveVox platform
- Experience with LiveVox/NICE and non/voice technology integrations
- Bachelor's degree
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The Company
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.
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