Prosper

Escalations Specialist

Phoenix, AZ

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Seniority: Mid level
Country: US
Work mode: On-site / unstated
First seen by hirly: 30 Sept 2026

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The 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.

This 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.

Original posting on Prosper's site ↗

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Escalations Specialist

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