Member Service Representative- SoFi Money

  • Full Time
  • FL-Other
  • Junior Level

Website SoFi SoFi

Shape a brighter financial future with us!

The role

The SoFi Money 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 SoFi Money product; provide Operations support to the SoFi Money Product team; and act as a rapid response unit for special projects as assigned. Additionally, when available and as needed, the SoFi Money Member Service Representative can be called upon to support other lines of business.

What you’ll do:

  • Respond to inbound customer inquiries via phone, chat, and email regarding the SoFi Money, Samsung Money by SoFi, SoFi Invest, and SoFi Credit Card Products
  • 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
  • Exercise consultative sales techniques demonstrating strong call control 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
  • 1 year contact center experience
  • 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 clear FINRA fingerprint background check

Nice to have:

  • Series 99

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

*These benefits are only applicable to full time employees

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