DESCRIPTION

Position at SoFi

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 Associate Manager, Escalations will manage a team of 10-12 Escalation Account Managers with responsibility for handling escalated calls. Responding to complaints received via chat, email, social media, and government regulators. The escalations team is also tasked with submitting business and process changes to ensure an optimal SoFi member experience.

WHAT YOU’LL DO:

• Independently manage teams of 10-12 Escalation Account Managers
• Master all tasks associates are required to perform.
• Hire, motivate, monitor, and coach new and existing associates
• Foster an environment focused on finding solutions for pain points and on creating innovative differentiators
• Ensure that the team is following procedures and providing first-rate customer service
• Hold team members accountable for performance by defining clear goals, objectives, responsibilities, and priorities.
• Identify, escalate issues and propose recommended solutions regarding potential issues with processes, systems, and operations inefficiencies, to their direct manager with the goal of contributing to operational success.
• Monitors the day-to-day activities of functional areas to ensure compliance with internal policy, legal and pertinent regulations. Establishes, monitors, and maintains internal policies and procedures as well as business continuity plans.
• Utilizes experience and specialized knowledge of specific functional areas and internal policies and procedures to respond to and make appropriate decisions to resolve the most complex situations referred by staff.
• Participates in cross-functional projects designed to mitigate risk to the bank due to inefficiencies, fraud or lack of compliance. Participates in special projects as requested.