Customer Experience Agent II

Problems You Will Solve

• Provide exceptional customer service on inbound calls and email with in-depth product and service knowledge across multiple channels.
• Ensure first call resolution by thoroughly investigating and addressing customer concerns.
• Assist Prospers Retail Investor customer base by completing transactions related to account creation, account updates, troubleshooting, website navigation, automated investment set up, tax documentation, verifying documents, and managing investor inquires and concerns.
• Support phone-based and offline (email, chat) requests for multi-product support. Note: This role will handle inbound calls & emails for Prosper Retail Investors as well as overflow support for Customer Service and Application by Phone call types.
• Maintain product expertise and stay updated on product changes, promotions, and SOP updates.
• Meet or exceed company standards for professionalism, problem-solving, and customer satisfaction.
• Complete Retail Investor callbacks as needed
• Resolve highly complex customer inquiries with a high attention to detail on regulatory requirements.
• Document customer interactions and resolutions accurately in the CRM system.
• Adhere to all company policies and procedures, including data privacy and security standards.

About You

• Strong written and verbal communication skills.
• Ability to work effectively in a multi-system, fast-paced environment.
• Familiarity with customer service software and CRM systems.
• Strong analytical skills and attention to detail, particularly regarding regulatory requirements.
• Demonstrated ability to handle complex inquiries and provide detailed solutions.

Requirements for Internal Applicants

• Minimum 3+ 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.