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:

As a SoFi Tax Operations Associate in Speciality Servicing, you will be responsible for providing best-in-class service for SoFi’s financial service products related to tax information for SoFi members. 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 and chat. You will play an integral role in providing strong customer service to SoFi Members related to tax operations by taking ownership of Member’s concerns and seeing them through to resolution.

WHAT YOU’LL DO:

• Provide industry-leading customer service that leverages soft skills, balancing being efficient and ultimately leading to First Call Resolution (FCR)
• Respond to customer inbound inquiries related to tax operations via phone, chat, email and transfer
• Update member profiles for name change(s), address changes, SSN, DOB and additional sensitive information
• Deliver related tax documentation (1099, W9, etc) via secure message as required
• Regular coordination with SoFi corporate tax team and related Tax Information Reporting (TIR) team
• Timely and accurately deliver information to SoFi Members while notating correspondence after each customer contact is 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 tax forms and questions they may have related to tax questions
• Troubleshoot, advocate, and show genuine empathy in conversations 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 to improve our products, operations, and policies
• Receive inbound calls and chats, raise service request tickets, send emails, and perform callbacks to client customers related to tax documentation and questions
• Problem solves, communicates, and promptly handles escalated issues requiring special handling through coordination with various internal departments to find resolutions to customer queries/issues/concerns
• Manage customer expectations on timeline and resolution. Find the best solutions to ensure customer requirements are met
• Proactively follow up on outstanding issues with internal functional areas and with external clients
• Treat customers in a consistent, courteous, and efficient manner according to quality monitoring guidelines and SoFi Member Experience standards