Job description
The Role
This position plays a crucial role within Collections Operations by overseeing complaints management, process automation, and cross-functional coordination. The Assistant Collections Operations Manager serves as a key point of contact for collections-related inquiries, manages operational exceptions, and drives process improvements. This role ensures operational readiness for changes across both card and personal loan products while maintaining regulatory compliance standards. The ideal candidate will be a key contributor to operational effectiveness & efficiency, ensuring compliance, and fostering successful relationships with both internal teams and external partners.
Problems You Will Solve
- Manage complaints handling processes including tracking, trend analysis, and implementing solutions to address recurring issues
- Serve as the primary point of contact for Zendesk tickets across all Collections departments (DSA, Card, Personal Loans, and matters requiring leadership review)
- Review and resolve DSA Automation exceptions for Personal Loans, ensuring timely and accurate processing
- Lead the process management for agent readiness and change management initiatives across both card and personal loan products
- Collaborate with cross-functional departments on collections initiatives, driving projects to completion and ensuring no operational gaps
- Support bank partner audits by preparing documentation, coordinating responses, and ensuring compliance with regulatory requirements
- Identify and execute continuous process improvements to enhance the overall efficiency and effectiveness of Collections Operations
- Develop and maintain comprehensive documentation of collections processes and procedures
- Maintain and update collections operations standards, ensuring adherence to internal change management procedures
About You
- Bachelor’s degree preferred; High School Diploma or GED required.
- 4+ years of professional experience in the financial services industry, with a focus on collections, operations, or process management
- Strong understanding of banking regulations, laws, and industry standards related to collections
- Experience with complaint management systems and processes
- Excellent analytical and problem-solving skills, with experience leveraging data to drive decisions
- Strong project management capabilities with demonstrated ability to lead cross-functional initiatives
- Superior attention to detail, particularly when reviewing exceptions and managing process automation
- Excellent interpersonal and communication skills, with the ability to effectively build and maintain relationships with internal teams and external partners
- Proven ability to synthesize complex information, prioritize tasks, and deliver results under tight deadlines with a high sense of urgency
- Self-motivated, detail-oriented, and highly collaborative team playerHigh integrity and strong work ethic, with a commitment to operational excellence
What We Offer
- The opportunity to collaborate with a team of creative, fun, and driven colleagues on products that have an immediate and significant impact on people’s lives
- The opportunity to work in a fast-paced environment with experienced industry leaders
- Flexible time off, comprehensive health coverage, competitive salary, paid parental leave, and other wellness benefits
- A bevy of other perks including Udemy access, childcare assistance, pet insurance discounts, legal assistance, and additional discounts through Perkspot
- The ability to work remotely in the United States
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About Us
Founded in 2005 as the first peer-to-peer marketplace lending platform in the U.S., Prosper was built on a simple idea: connect people who want to borrow money with those who want to invest. Since inception, Prosper has helped more than 2 million people gain access to affordable credit with over $27 billion in loans originated through its platform. Our mission is to help our customers advance their financial well-being through a variety of products including personal loans, credit, home equity lines of credit (HELOC), and our newest product, HELoan. Our diverse culture rewards accountability and cross functional teamwork because we believe this encourages innovative thinking and helps us deliver on our mission.
We’re on a mission to hire the very best, and we are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere. It is important to us that every hire connects with our vision, mission, and core values. Join a leading fintech company that’s democratizing finance for all!
Our Values
Diversity expands opportunities
Collaboration creates better solutions
Curiosity fuels our innovation
Integrity defines all our relationships
Excellence leads to longevity
Simplicity guides our user experience
Accountability at all levels drives results
www.prosper.com
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Applicants have rights under Federal Employment Laws.
Family & Medical Leave Act (FMLA)
Equal Employment Opportunity (EEO)
Employee Polygraph Protection Act (EPPA)
California applicants: please click here to view our California Consumer Privacy Act (“CCPA”) Notice for Applicants, which describes your rights under the CCPA: https://www.prosper.com/plp/legal/privacy-notice-for-applicants/
At Prosper, we’re looking for people with passion, integrity, and a hunger to learn. We encourage you to apply even if your experience doesn’t precisely match the job description. Your unique skill set and diverse perspective will stand out and set you apart from other candidates. Prosper thrives with people who think outside of the box and aren’t afraid to challenge the status quo. We invite you to join us on our mission to advance financial well-being.
Prosper is committed to an inclusive and diverse workplace. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law, including the San Francisco Fair Chance Ordinance. Prosper will consider for employment qualified applicants who are non-US citizens and will provide green card sponsorship.
