Escalations Specialist
Prosper Marketplace
Operations
Phoenix, AZ, USA
Posted on Saturday, April 27, 2024
The Role
The Escalations Specialist has responsibility for all aspects of Complaint Management and Response, including assisting customers through research, validation and communication of actionable results.
Whats In It For You
- Base hourly rate starting at $21 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
- Close out all forms of general customer complaints from escalated tickets (bypass complaints to close), including supporting larger team by handling escalated calls where the customer requests to speak with a supervisor (including at partner sites)
- 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 and entry level visibility into CEO/social media
- Follow procedures and policies for assisting customers and documenting each contact
- Manage various queues in Zendesk while managing individual assigned tickets and tasks
- Provide world class customer service in all consumer based interactions with active listening, empathy and clear communication
- 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, and skill development
- Ensure queues are within SLA requirements
- Communicate operational issues back to the business, which could negatively impact the Borrower/Lender experience
About You
- Minimum 1+ years telephone operations or business administration experience required
- Flexible availability to manage hours of operation that currently includes early mornings, evenings, and Saturdays and is subject to expansion to meet customer needs
- 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
- Ability to provide world class customer service
- Skilled in various customer service arenas, with experience in a contact center setting
- Flexibility and able to work in a dynamic environment of rapid change in procedures and prioritization
Compensation details: The starting salary for this position is $21 per, plus monthly bonus and generous benefits. In determining your salary, we will consider your experience and other job-related factors.
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