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

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