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*Prosper CX Agent I to start July 16th!

Nelnet Lincoln, NE
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Job Description

  • *Prosper CX Agent I to start July 16th!

    Job Locations US-NE-Lincoln
    Posted Date 2 weeks ago(6/21/2018 2:25 PM)
    Job ID
    2018-6619
    # of Openings
    13
    Category
    Customer Service/Support

Overview

Are you looking for a company with a state of the art facility, casual dress code, awesome benefits package, career advancement potential, and an opportunity to make an impact?  If so, you found it!  Prosper is seeking smart, energetic, professionals for our quickly growing Customer Experience Team. 

 

Prosper was founded in 2005 as a peer to peer lending marketplace so people can use Prosper to invest in each other in a way that is financially and socially rewarding.  Borrowers apply online and institutions can invest in the loans and earn returns, and Prosper services those loans on behalf of the matched borrowers and investors.  Recently they have seen how well Nelnet runs their call centers and has asked us to run a smaller version of their own. So this is an amazing opportunity to join a new business line and team within our amazing organization.

 

Prosper agents will field inbound phone calls, and emails to provide Prosper customers with excellent customer service.  This includes questions in regards to their account such as payment due dates, payment amounts, balance on loans, and interest rates.  The will also take calls from customers currently shopping for and taking out loans, requiring our agents to know our loan products and how to go about applying for those loans. 

 

Hours range Monday-Friday 7am-7pm

4 Weeks of Mandatory Training

Responsibilities

  1. Respond to customer inquiries via phone and/or e-mail
  2. Demonstrate personal interest in resolving customer concerns at the first point of contact
  3. Familiarize self with Prosper products, marketplace lending and personal loan products to be able to provide assistance across a wide range of inquiries
  4. Collaborate with Fraud, Verification, Risk on behalf of customer to obtain clarification for decisions and effectively communicate with customers
  5. Ability to see and understand trends, collate data and escalate issues to Customer Experience management
  6. Able to multi-task and switch from written to verbal correspondence/inquiries seamlessly
  7. Excellent sales skills consultative style placing the customer's needs first
  8. Comfortable asking customers to verify personal and financial information
  9. Is committed to providing exceptional service to borrowers in a professional manner at the same time safeguarding the interests of both lenders and Prosper

Qualifications

EXPERIENCE:

  • At least 1 year as a Customer Service Representative with an organization providing broad empowerment at the agent level

COMPETENCIES SKILLS/KNOWLEDGE/ABILITIES:

  1. Ability to be on the phone up to 8 hrs/day in a fast-paced environment
  2. Detail oriented able to capture notes while navigating multiple systems and speaking to customers
  3. Strong written and oral communication skills
  4. Flexible and able to work in a dynamic environment of rapid change in procedures and prioritization
  5. Self-starter who is not afraid to speak up about process improvement opportunities
  6. Familiarity with personal loan products and financial services interest rates, amortization, credit bureau reporting, etc.
  7. Flexible work schedule that may include Saturday's and evenings as business needs dictate
  8. Team Player experience working with others in a collaborative environment, encouraging others and demonstrating the desire to help others succeed

EEO Statement

Nelnet is an Equal Opportunity Employer, complies with Executive Order 11246, and takes affirmative action to ensure that qualified applicants are employed, and that employees are treated during employment, without regard to race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Nelnet Talent Acquisition & Recruiting.
Nelnet is a Drug Free and Tobacco Free Workplace.

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Job Details

Date Posted October 23, 2018
Date Closes November 22, 2018
Requisition 2018-6619
Located In Lincoln, NE
SOC Category 00-0000.00
Location