Member Service Representative, SoFi Money

SoFi

Jacksonville, FL, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 06/09/2021
  • Website: sofi.com
  • Company Address: One Letterman Drive, Building A Suite 4700, San Francisco, CA, 94129

About SoFi

Social Finance, Inc. (SoFi) was founded in 2011 by Stanford Graduate School of Business classmates who shared dissatisfaction with the state of the student lending industry.

Job Description

Who we are:

We’re a next-generation fintech company on a mission to help our members achieve financial independence to realize their ambitions—whether that’s buying a house, starting a family, or becoming debt free. We aim to be at the center of our members’ financial lives, so they can get their money right. 

By joining SoFi, you’ll help shape a brighter financial future for our 1.8+ million members—using innovative, mobile-first technology to transform an industry that hasn’t changed in decades. With offices across the United States and abroad, we’re one of the fastest growing companies in fintech—offering the agility of a start-up with the stability of seasoned management and dynamic, passionate employees. 

Join us to invest in yourself, your career, and the financial world. 

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 customer inbound 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 

  • 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 

  • 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 pass FINRA fingerprint background check 

 

Nice to have:

  • Series 99 

#LI-JJ1

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
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.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

California Consumer Privacy Act (CCPA)

When you apply to a job on this site, the personal data contained in your application will be collected by SoFi (“Controller”), which is located at 234 1st St, San Francisco, CA 94105 and can be contacted by emailing [email protected] Controller’s data protection office can be contacted at [email protected] Your personal data will be processed for the purposes of managing Controller’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes.
Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller’s behalf. Accordingly, if you are located outside of the United States, your personal data will be transferred to the United States once you submit it through this site.
We may have collected the following categories of Personal Information:

  • Identifiers, such as name, contact information, online identifiers
  • Personal information, as defined in the California customer records law, such as name, contact information, education, employment, employment history
  • Audio, electronic, visual and similar information, such as images and audio, video or call recordings created in connection with our application and interview process
  • Professional or employment-related information, such as work history, prior employer, information relating to references, CV, details of qualifications, skills and experience, human resources data and data necessary for benefits and related administration services
  • Inferences drawn from any of the Personal Information listed above to create a profile or summary about, for example, an individual’s preferences and characteristics.
  • Protected classification characteristics under California or federal law. Age (40 years or older), race, color, ancestry, national origin, citizenship, sex (including gender, gender identity, gender expression, sexual orientation, veteran or military status, etc. upon your voluntary disclosure.Your personal data will be retained by Controller as long as Controller determines it is necessary to evaluate your application for employment.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.