Member Service Representative
Posted on 3/8/2023
INACTIVE
SoFi

1,001-5,000 employees

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