Assistant Collections Manager

Summary

Join Prosper as an Assistant Collections Operations Manager and play a crucial role in overseeing complaints management, process automation, and cross-functional coordination within Collections Operations. You will serve as a key point of contact for collections-related inquiries, manage operational exceptions, and drive process improvements. This role ensures operational readiness for changes across card and personal loan products while maintaining regulatory compliance. The ideal candidate will be a key contributor to operational effectiveness and efficiency, ensuring compliance, and fostering successful relationships with internal teams and external partners. This position offers the opportunity to work in a fast-paced environment with experienced industry leaders and provides a comprehensive benefits package.

Requirements

• 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 player
• High integrity and strong work ethic, with a commitment to operational excellence

Responsibilities

• 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

Benefits

• 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