Escalations Account Manager

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 financial services company and national bank 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 The Escalations and OCEO team plays a vital role in building, maintaining, and amending the relationships SoFi has with third parties, applicants, and our current member base. As an Escalations Account Manager, you will not only handle escalated issues, but have a hand in driving solutions and leading initiatives that assist our members and enhance all aspects of SoFi. The Escalations Account Manage works directly with different departments within SoFi to help prevent and resolve member concerns via phone, email, and other various mediums such as our social media platform. The daily schedule of the Account Managers will include handling member communication, resolving complaints in real time, multifaceted tasks, and special projects. The work of Account Managers entails building relationships with cross-functional teams to enhance the member experience and allows the freedom to run after problems to identify process improvements. This role is essential to SoFi as it works towards cohesive development and plays an important part in the functionality of the company overall. This team helps to ensure cross-functionality is not only productive, but effective and goal-oriented. What you’ll do: Analyze and act on the best possible outcome based on potential risk for an amicable resolution Identify opportunities for process improvements for the betterment of the overall member or agent experience Communicate with cross-functional teams in an effective, tactical, and empathetic manner with ongoing status and/or solutions Respond to real-time member complaints and escalations via inbound channels such as calls, chats, or emails. Work independently during follow-up time to research account information or issue management, then making outbound contacts to members to finalize resolution. Acknowledge the issue, provide a realistic timeline for resolving it, keep the member informed, and ensure follow-up via outbound call or email. Oversee project initiatives to help implement solutions for process improvements Review the root cause of escalation to improve the escalation procedures and efficiencies as well as reduce contact rate Perform moderately complex tasks to resolve member concerns and assess complaints for both regulatory and non-regulatory flags Proactively seek opportunities to improve the member experience across the organization through contact research and review, then follow up with members to improve the outcomes Accurately classify risks to ensure that member issues are addressed in compliance with internal company standards and requirements. What you’ll need: Experience running after problems and creating a stronger SoFi member experience Proven consistency in adhering to all compliance and company policies Ability to handle multiple tasks simultaneously and prioritize workload based on business needs Work independently, but also within teams and cross-functionally to deliver exceptional member experiences, as well as improved tools and processes. Proven ability to make sound judgments in resolving member issues while providing excellent customer service Expert product knowledge to not only support member's needs, but also to identify process improvement opportunities. Excellent ability to overcome objections, de-escalate inquiries, solve problems, and show empathy in conversation with Members Reliability to deliver on the expectations you set with members Flexibility to work in a dynamic, fast-paced environment with enthusiasm and excitement for embracing change. Exceptional verbal and written communication. Ability to effectively adapt communication style to diverse environments and situations in order to eloquently resolve escalated issues Ability to respond to applicant’s inbound inquiries via phone, chat, and email regarding SoFi Products and services Must successfully pass FINRA fingerprint background check 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. The Company hires the best qualified candidate for the job, without regard to protected characteristics. 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 SoFi is committed to an inclusive culture. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email accommodations@sofi.com. 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.