Member Service Representative
Posted on 3/8/2023
INACTIVE
Lender and financial services provider
Company Overview
SoFi’s mission is to help people reach financial independence to realize their ambitions.
Financial Services
Data & Analytics
Venture Capital
Company Stage
N/A
Total Funding
$6.2B
Founded
2011
Headquarters
San Francisco, California
Growth & Insights
Headcount
6 month growth
↑ 0%1 year growth
↑ 3%2 year growth
↑ 10%Locations
Cottonwood Heights, UT, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Communications
Customer Service
Requirements
- Strong verbal and written communication skills
- Experience with providing world-class customer service meeting critical deadlines in a dynamic, rapidly changing environment
- Advanced computer skills with solid proficiency in Microsoft Office Suite
- Ability to exhibit grace under pressure, while successfully navigating complex work assignments/situations efficiently and effectively
- Self-motivated, ability to multitask, resourceful, productive on teams as well as independent work
- Comfortable with adapting to change, switching between projects/duties quickly and efficiently
- Excellent organizational and time management skills
- Ability to work evenings, nights, and weekend days
- Experience handling high volume transactions across multiple channels of communication
- High school diploma or GED required
- Must successfully pass FINRA fingerprint background check
Responsibilities
- Provide an industry leading customer service that leverages soft skills, balancing being efficient, and ultimately leading to First Call Resolution (FCR)
- Respond to customer inbound inquiries via phone, chat, and email regarding to the SoFi Money, Samsung Money by SoFi, SoFi Invest, and Lending Products
- Timely and accurately deliver information to SoFi Members while notating correspondence after each customer contact handled
- Take ownership of resolving member inquiries and attempt to foresee causes for additional inquiries
- Exercise consultative techniques demonstrating advocacy for customers, effective call control and educating members on various tools/features to help them get their money right
- Troubleshoot, advocate, show genuine empathy in conversations in effort to deescalate simple or complex inquiries
- Meet or exceed specific performance metrics designed to measure the core responsibilities of the role
- Proactively share insights with management regarding inquiries, concerns, and or complaints, in effort of improving our products, operations, and policies
- Expand the scope of your primary role to support other lines of business based on business needs
Desired Qualifications
- Contact center experience
- Series 99
- Financial services experience