Customer Experience Agent II

The Role

As a Customer Experience Agent II, you'll be a trusted guide for our customers and investors during pivotal moments in their financial journey. This isn't your typical support role; you'll be a problem-solver, a product expert, and a key voice of our brand. You will master the details of our personal loan services and investor platform, untangling complex inquiries and providing the clear, empathetic support that sets us apart. If you thrive on challenges and are driven by the desire to find the best possible solution, you'll find a rewarding career path with us!

Your success starts with connection. This role requires up to 5-weeks on-site for your initial onboarding experience in our Phoenix office to ensure you're fully integrated with the team and our processes. Following this period, you'll enjoy a hybrid model, collaborating with the team in-office every Wednesday and Thursday and working remotely the other three days. We value strong communication and engagement, whether you're in the office or working from home.

• Deliver World-Class Support: Provide exceptional, high-touch service to our customers and investors across phone, email, and chat, acting as a knowledgeable and reliable resource.
• Own the Resolution: Take full ownership of customer inquiries, using your expertise and research skills to ensure first-contact resolution and leave customers feeling confident and cared for.
• Guide Our Investors: Assist our retail investor base with everything from account creation and troubleshooting to navigating tax documentation and understanding their portfolio's performance.
• Become a Subject Matter Expert: Develop a deep understanding of our products, services, and regulatory requirements, utilizing our knowledge base to provide accurate and compliant solutions.
• Document with Precision: Accurately record all customer interactions and resolutions in our CRM system, maintaining the highest standards for data privacy and security.

• A Positive, Team-First Attitude: You believe that a great team is built on mutual respect and a shared drive for success. You bring a positive energy and a willingness to contribute to a collaborative and supportive culture.
• A Knack for Building Relationships: You have a natural ability to connect with people, listen with empathy, and build trust with both customers and colleagues.
• Unwavering Composure: You excel in a dynamic environment and handle complex, sensitive inquiries with patience, professionalism, and a solutions-oriented mindset.
• Exceptional Communication: You have strong written and verbal skills, with the ability to explain complex topics with clarity and precision.
• Experience & Work Ethic: A demonstrated history of excellent performance and meticulous attention to detail in a customer-facing role (minimum 2 years for external candidates; 6 months for internal candidates).
• Tech-Savvy & Adaptable: You are comfortable and effective in a fast-paced, multi-system environment, able to navigate 5-6 different applications to find the information you need.

• Minimum 6+ months’ consistent and demonstrated history of optimal work performance, attention to detail, full compliance with all work protocols and company policies, and an excellent work ethic is required. *Note: Prosper reserves the ability to resort back to standard protocol of a minimum of 6 months experience required.
• Applicants whose work history does not meet the above expectation may not be considered for interview. This includes, but is not limited to, the following: QC failures, Any adherence concerns to Prosper’s Flexible Work Mode Policy, A showing of ability to consistently and fully adhere to established work and in-office schedule is required. All corrective action incidents within the past 6 months may be considered, including verbal discussions or coaching, emails, written warnings, and any kind of performance action plan.

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

Founded 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 2 million people gain access to affordable credit with over $27 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!  

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

www.prosper.com

Our Story & Team  //   Our Blog 

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: https://www.prosper.com/plp/legal/privacy-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.