Associate Manager, Member Experience Outreach

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Who we are:

Shape a brighter financial future with us.

Together with our members, we’re changing the way people think about and interact with personal finance.

We’re a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world.

The Role:

The Associate Manager, Member Experience Outreach, manages, coaches, and develops a team of Member Experience Outreach Specialists who handle complex, sensitive, and high-risk member concerns that require proactive outreach to aid in member satisfaction and resolution. In addition to supervising, this role will help identify and implement solutions to enhance our SoFi member's experience, improve our employee experience within the Member Experience Outreach team, and help our Member Experience Outreach Specialists develop and grow. 

What You’ll Do:

• Independently manage a team of Member Experience Outreach Specialists, monitoring their workload to ensure the appropriate allocation of resources is in place to resolve escalated complaints and concerns through proactive member outreach.

• Hire, train, motivate, monitor, and coach new Member Experience Outreach Specialists and serve as a subject matter expert to resolve complex escalated complaints and concerns as needed. 

• Assist agents in navigating tough conversations with empathy, understanding and a genuine desire to help, including serving as a point of escalation for members when needed.

• Ensure that the team follows compliance procedures while providing first-rate customer service. Establish, monitor, and maintain internal policies and procedures, as well as business continuity plans.

• Foster an environment focused on identifying issues, providing solutions, and driving innovation to enhance the complaint program.    

• Hold team members accountable for performance by defining clear goals, objectives, responsibilities, and priorities. 

• Identify and escalate issues and propose recommended solutions regarding potential issues with processes, systems, and operations inefficiencies to their direct manager to contribute to operational success.

• Participate in cross-functional projects designed to mitigate the bank's risk due to inefficiencies, fraud, or lack of compliance. 

• Participate in special projects as requested.

What You’ll Need:

• 2-4 years of supervisory or management role in a customer service or call center environment

• Minimum of 5 years of general customer service experience,  with a minimum of 2 years experience with escalation or complaint resolution at a bank or financial institution 

• Proficient knowledge of bank products and services such as credit and debit cards 

• Exceptional time management skills with the proven ability to manage multiple priorities and work in a fast-paced environment

• Excellent written and verbal communication skills are required to answer questions and communicate issues clearly & concisely to internal and external stakeholders. 

• Ability to react to change quickly and implement new processes & procedures

• Work independently with little or no supervision

• Professional demeanor and excellent work habits are essential

• Demonstrated ability to mentor, coach, and develop others 

• Available for all operating hours, including evenings and weekends

 

Nice To Have:

• Associate's Degree preferred but not required

• Loan processing, student loan originations, consumer credit, or consumer lending experience 

• Knowledge of banking regulations, laws, and regulatory requirements, with a focus on regulatory complaint resolution

Compensation and Benefits The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location.    To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!

SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.

The Company hires the best qualified candidate for the job, without regard to protected characteristics.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

New York applicants: Notice of Employee Rights

SoFi is committed to an inclusive culture. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email accommodations@sofi.com.

Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.

Internal Employees If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.