Customer Support Agent

As a Customer Support Agent at Prospa, your primary responsibilities include answering high volumes of customer inquiries regarding Business Loans, Lines of Credit, and Business Accounts. You'll handle over 50 calls and emails daily, ensuring that customers receive accurate information about their accounts, payments, and documents. Additionally, you'll build strong relationships by providing fast solutions, directing requests to appropriate internal teams, and escalating issues from the offshore support team.

To become a successful Customer Support Agent at Prospa, you should have previous customer service experience, especially in a phone-based role. Strong verbal and written communication skills, coupled with a professional attitude and excellent problem-solving abilities, are essential. Attention to detail, time management, and organizational skills are also crucial. While not mandatory, any experience in financial services would be an added bonus.

Prospa is committed to the growth and development of its Customer Support Agents. We offer various learning opportunities including learning days, leadership programs, and access to digital training. Additionally, we hold biannual company-wide learning weeks where employees can engage in personal and professional development. This ensures our team is always able to advance their skills and stay informed in their roles.

The work environment for a Customer Support Agent at Prospa is dynamic and supportive. We pride ourselves on fostering a collaborative and inclusive atmosphere where diversity of thought is encouraged. Our employees enjoy flexible working options, along with various initiatives to promote wellbeing and job satisfaction. We also celebrate our achievements as a Great Place to Work, ensuring everyone feels valued.

Applying for the Customer Support Agent position at Prospa is a great opportunity to make a meaningful impact in the lives of small business owners. You will be part of a team that values growth, support, and inclusivity, all while working within a recognized Best Workplace. The role offers the chance to enhance your skills in a vibrant environment and contribute to an organization that's committed to social responsibility and helping others succeed.

When discussing your customer service experience in an interview for the Customer Support Agent role, emphasize specific examples where you've successfully handled high volumes of customer inquiries, resolved complex issues, and maintained a positive customer experience. Highlight any metrics you achieved such as response time or customer satisfaction scores.

In answering this question, provide a framework for prioritization, such as assessing urgency, complexity, and overall impact on customer satisfaction. Discuss any tools or systems you've used to manage workload, and outline how you ensure timely responses while maintaining quality service.

Share specific techniques, like active listening and personalizing interactions based on customer needs, to build rapport. Discuss how these strategies have helped you understand customer issues better and facilitated faster resolutions, thereby increasing customer satisfaction.

When answering this question, share a real-life scenario that demonstrates your problem-solving skills and ability to remain calm under pressure. Ensure you articulate the approach you took, the resolution provided, and the positive outcome for the customer.

Discuss your growth mindset by explaining how you actively seek feedback and view it as an opportunity for improvement. Mention specific instances where you've taken constructive criticism and applied it to enhance your service quality, benefiting both yourself and the team.

In your response, mention the CRM systems, communication platforms, or ticketing software you've used in previous roles. Emphasize your adaptability to learning new tools quickly, ensuring candidates understand that your technical skills will meet the needs of the Customer Support Agent position.

Describe the process you would follow for escalating an issue, ensuring you maintain customer communication throughout. Emphasize the importance of gathering all relevant information and working with the offshore support team to ensure a smooth transition and resolution.

Explain your techniques for remaining calm, such as taking deep breaths or maintaining a positive mindset. Share how you focus on the issue at hand without taking things personally, redirecting the conversation towards finding a solution for the customer's concerns.

Discuss the critical elements necessary for meeting service level agreements, including effective communication, timely response, and organization. Emphasize the importance of setting realistic expectations with customers and actively working to fulfill those commitments.

Articulate your enthusiasm for Prospa’s mission to support small businesses and how their values align with your personal and professional aspirations. Highlight any specific aspects of Prospa’s workplace culture or initiatives that resonate with you, suggesting your desire to be part of a team that makes a real impact.