Assistant Manager, Customer Service & Sales

The Role:

What You Will Do

• Foster and encourage a positive environment of outstanding teamwork, mutual respect, and exceptional morale
• Coach team members to inform, educate and serve customers according to Prosper processes, procedures, and expectations
• Develop individual team member skills in call handling, active listening, first call resolution and ownership to meet performance metrics
• Measure performance progress and outcomes for core Customer Service, Sales and Investor KPI’s, such as CSAT, Handle times and ticket efficiency, on/off phone states
• Manage and track call performance, attendance, training requirements to ensure team members are prepared and successful in meeting their performance objectives
• Drive communication, follow thru and execution to commitments for tasks, issues, and team concerns
• Support team by handling escalated calls when a customer requests to speak with a manager
• Develop, assist, and execute recognition and incentive programs in support of team and company objectives
• Provide an engaging and seamless onboarding experience for newly hired team members as well as structure and coordinate nesting programs
• Communicate customer and operational issues and process improvements to internal stakeholders
• Create and track individual employee development plans aimed at skill enrichment, improved business acumen and increased career experiences
• Proactively communicate needs/opportunities with leadership and key stakeholders. Maintain and nurture business relationships with peers within Escalations, Fraud, Training, Human Resources and QA.

About You

• Minimum of 2 years of proven leadership experience in a customer service role
• Demonstrated ability to lead and inspire a team of customer service professionals to deliver exceptional service and meet sales targets
• Experience mentoring and coaching team members, providing constructive feedback to enhance performance and personal growth
• Ability to make strategic decisions to prioritize tasks, delegate responsibilities, and maintain operational excellence
• Track record of building strong relationships with customers, enhancing their satisfaction and ensuring loyalty
• Desire to inspire and create a motivating, team-oriented atmosphere that encourages collaboration and continuous improvement
• Exceptional interpersonal skills with the ability to build strong relationships
• Highly organized with excellent attention to detail and the ability to adapt to changing business needs
• Availability to manage shifts that may include early mornings, evenings, and weekends based on operational demands
• Proficiency in Microsoft Office Suite and relevant software applications as well as the ability to learn and utilize multiple systems throughout your working day

Internal Applicant Eligibility Requirements

• Minimum 6+ 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
• 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