Hiring Organization / Company: Sofi
Basic Salary: To Be Discussed
Employement Type: Full-Time
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 1.8+ million 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.
Member Service Representative will be responsible for providing best in class service by responding to Inbound inquiries concerning debit card transactions, products, services, disputes, fees, billing errors, payments, or any other requests related to the Student Loan/Personal Loan (SL/PL) product; provide Operations support to the SL/PL Product team; and act as a rapid response unit for special projects as assigned. Additionally, when available and as needed, the SL/PL Member Service Representative can be called upon to support other lines of business.
What you'll do:
Respond to customer inbound inquiries via phone, chat, and email regarding the SL/PL product
Exercise consultative sales techniques demonstrating strong call control
Provide world class customer service through First Call Resolution
Document every correspondence with applicants and borrowers clearly and concisely
Request and secure required documentation according to documented company procedures
Deliver timely, accurate and actionable information to SoFi Teams as appropriate
Strong ability to overcome objections, deescalate inquiries and be genuinely empathetic in conversation with Members
Take ownership of resolving member inquiries and attempt to foresee causes of additional inquiries
Share insights with management regarding the root causes of Member inquiries, concerns and complaints, advocating on our members' behalf to improve our products, operations and policies
What you'll need:
Professional demeanor and strong work ethic
At least 1 year of banking experience, must have a strong understanding of consumer banking products and services
Strong verbal and written communication skills
Intermediate 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
Experience with meeting critical deadlines in a dynamic, rapidly changing environment
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, weekend days and overtime
Experience handling high volume transactions across multiple channels of communication
High school diploma or GED required
Must successfully pass FINRA fingerprint background check
Compensation & Perks:
$17/hour and a 10% quarterly discretionary bonus
Awesome Core Benefits - Medical/Dental/Vision
Strong Family Support Benefits - Care.com/Maven/Modern Health etc
Fantastic PTO/Holiday/Paid Leave Programs
Student Loan and Tuition Reimbursement Assistance
Why you'll love working here:
Competitive salary packages and bonuses
Comprehensive medical, dental, vision and life insurance benefits
Generous vacation and holidays
Paid parental leave for eligible employees
401(k) and education on retirement planning
Tuition reimbursement on approved programs
Monthly contribution up to $200 to help you pay off your student loans
Great health & well-being benefits including: telehealth parental support, subsidized gym program
Employer paid lunch program (except for remote employees)
Fully stocked kitchen (snacks and drinks)
- These benefits are only applicable to full time employees
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Job Location Information:
Location: Jacksonville, Fl
Date Posted: 2021-06-10
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