About this role
SoFi is a next-generation financial services company and national bank that is transforming personal finance through innovative technology. The Associate Manager, Opportunities Resolution, is responsible for managing and developing a team of specialists who handle escalated inquiries and complaints, while also enhancing the overall member and employee experience.
Responsibilities:
- Independently manage a team of Opportunities Resolution Specialists, monitoring their workload to ensure the appropriate allocation of resources is in place to resolve escalated complaints and inquiries
- Hire, train, motivate, monitor, and coach new Resolution Specialists and serve as a subject matter expert to resolve complex escalated complaints and inquiries as 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