Member Service Representative



Sales & Business Development
cottonwood heights, ut, usa
Posted on Thursday, August 24, 2023

Employee Applicant Privacy Notice

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 fintech company 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

As a SoFi Member Service Representative, you will be responsible for providing best in class service for SoFi’s financial service products, including bank accounts, investment accounts, and loans. You will support SoFi’s fast-paced and high-growth environment by responding to inbound inquiries from SoFi Members across multiple communication channels, primarily phone, chat, and email. You will play an integral role in providing strong customer service to SoFi Members through taking ownership of Member’s concerns and seeing them through resolution.

What you’ll do:

  • 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

What you’ll need:

  • 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

Nice to have:

  • Contact center experience

  • Series 99

  • Financial services experience

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.
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
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.