{"id":1495587,"url":"https://alion.io/job/prosper-marketplace-escalations-specialist","title":"Escalations Specialist","company":{"id":58754,"name":"Prosper Marketplace","domain":"prosper.com","url":"https://alion.io/company/prosper-marketplace","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":null},"role":"Operations","role_family":"Operations","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Phoenix, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":21,"max":21,"currency":"USD","period":"hour","gross":null,"usd_annual":42000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"closed","first_seen_at":"2026-09-29T18:36:55Z","employer_posted_date":"2026-09-29","last_verified_at":"2026-10-19T23:40:27Z","board_verified":false,"closed_at":"2026-10-19T23:40:27Z","days_open":20,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":20},"description":"Your Role In Our Mission\nThe Escalations Specialist is responsible for the resolution of complex borrower complaints that are funneled to the department via live call transfers or assigned Zendesk tickets. This role acts as a specialized resource to investigate service failures, technical roadblocks, and loan lifecycle issues by synthesizing data across multiple systems. The ultimate business impact is to provide creative de-escalation and resolution for borrowers whose needs exceed the scope of frontline support.\nThis role has responsibility for Resolving escalated borrower tickets and calls funneled from frontline agents; investigating technical and servicing hurdles. This role will be responsible for managing assigned Zendesk queues, handling live supervisor-level call transfers, and processing complex loan modifications tasks in various systems.\nResources to help you prosper\nCompensation & Bonus: $21/hr + monthly bonus\nWork-Life Balance: Hybrid schedule with just two collaborative days in-office (Wed/Thu).\n\nComprehensive Health & Wellness: 100% employer-paid health, dental, and vision insurance premiums.\n\nRest & Time Off: 20 days of paid time off in your first year (increasing annually) plus paid company holidays.\n\nContinuous Learning & Family Support: Free access to Udemy courses, child and pet care credits via Urban Sitter, Rocket Lawyer legal support, and more.\n\nDaily Perks & Community: Onsite kitchen loaded with snacks and monthly catered team lunches.\n\nHow you'll make an impact\nProvide world class customer service in all consumer based interactions demonstrating active listening, empathy and clear communication\n\nResolved all forms of general customer complaints and inquiries from escalated tickets, including supporting larger team by handling escalated calls where the customer requests to speak with a supervisor\n\nResearch check payments through check processing systems to ensure payments applied correctly\n\nReview calls to validate customers complaints and concerns, properly de-escalate customer concerns with appropriate follow-up, issue resolution, and solutions\n\nProvide outbound call support as needed to close escalated related issues, system failures or immediate remediation projects/processes\n\nGeneral servicing and response to customer escalations and aid customers with online chat, email, and phone correspondence quickly and efficiently, often producing creative solutions\n\nOwn ticket and call completion within associated SLAs (Service Level Agreement)\n\nAssist on CCPA and SCRA complaints\n\nFollow procedures and policies for assisting customers and documenting each contact\n\nManage various queues in Zendesk while managing individual assigned tickets and tasks\n\nAdapt to procedural and policy changes as published and according to training delivered\n\nProactively identify trends and make recommendations for improvement\n\nAchieve performance objectives relating to Productivity, Quality & Compliance, and Customer Satisfaction\n\nCommunicate operational issues that could negatively impact the Borrower/Lender experience\n\nSkills that will help you thrive\nHigh School diploma (or GED) with a minimum of 2+ years telephone operations or business administration experience required\n\nAbility to provide an outstanding customer service\n\nFlexible availability to work hours of operation that currently include early mornings, evenings, and a hybrid working environment (In office Wed and Thursday each week).\n\nDemonstrated success previously adhering to a set schedule and meeting or surpassing WFM call metrics\n\nAbility to work at fast pace - must be ready and motivated to learn the processes quickly and help build a growing business\n\nExcellent people skills; organized and detail oriented\n\nDisplay a heightened sense of urgency in previous work settings, an elevated attention to detail and be able to communicate clearly and concisely\n\nStrong knowledge of customer service and administrative etiquettes\n\nA proven initiative-taker who is not afraid to speak up about process improvement opportunities\n\nSkilled in various customer service arenas, with experience in a contact center setting\n\nAbility to work in a dynamic environment of rapid change in procedures and prioritization\n\nInterview process\nRecruiter Call: A brief screening to discuss your experience and initial questions\n Team/Virtual Interview: Meet team members for collaborative discussions","description_format":"text","description_chars":4406,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Hybrid work","Vision insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Services","Real Estate","Crowdfunding & P2P Lending","Consumer Loans & Pawnshops"],"lifecycle":[{"event":"open","at":"2026-09-30T02:04:21Z"},{"event":"close","at":"2026-10-19T23:40:27Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 31 · green card filings: 9","filings_12m":31,"filings_prev_12m":41,"green_card_filings_12m":9,"median_offered_wage_usd":150250,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":null,"pay":{"stated_usd_annual":42000,"is_top_pay":false},"html_url":"https://alion.io/job/prosper-marketplace-escalations-specialist","json_url":"https://alion.io/job/prosper-marketplace-escalations-specialist.json","meta":{"generated_at":"2026-11-05T19:00:46Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":25428,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-06T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":58754},"rest":"https://alion.io/mcp/rest/get_company?id=58754"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fprosper-marketplace-escalations-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fprosper-marketplace-escalations-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fprosper-marketplace-escalations-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/prosper-marketplace-escalations-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fprosper-marketplace-escalations-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1495587}},{"tool":"search_jobs","arguments":{"company":"prosper.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1495587},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); 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