Member Service Representative
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.
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
Financial services experience