Overseeing Operations in a start-up environment is a delicate balancing act. There is a constant tradeoff between quality and the necessarily thin staffing levels of a startup. Looking at a front office operations area, customer service is an example of this dilemma. Inbound call volume can be erratic and ensuring a service representative is available at just the moment you have found time in your busy day to have your concern addressed is where the true challenge is presented.

During our quiet period we focused our operations on process improvement. One area where opportunities were identified and seized upon was Customer Service. We have taken great strides to renew our focus on providing the best possible service our resources allow. We formalized procedures, implemented a priority structure to ensure calls are answered and emails responded to in a timely manner. We constantly remind ourselves and one another that our customer (be it lender or borrower) IS our business. Although there is always room for improvement, we are happy to report that the percentage of inbound calls answered by a service representative has increased significantly to 93 percent since our re-launch. 

Our service professionals look forward to assisting you in your quest to be a successful participant in the Prosper community.