Associate Manager, Operations Communications

The Role:

We are seeking an Associate Manager of Operations Communications to join our SoFi MET Operations leadership team. 

We are looking for leaders who are passionate about customer service and have the skills and experience to lead a team that will deliver outstanding results. Are you craving an opportunity to work for a fast-paced organization that is poised to change the banking world? Are you a leader who has a clear direction and the capacity to influence his or her team to work toward the realization of a vision? If so, we want to talk to you.

What You’ll Do:

• Independently manage teams of 15-18 Member Service Representative associates.
• Provide ongoing feedback and training to team members to help them improve their skills and achieve their goals.
• Foster a positive and supportive work environment that encourages teamwork and collaboration.
• Monitor and analyze key performance metrics such as AHT, first call resolution, and NPS while identifying areas for improvement and implementing strategies to optimize team performance.
• Assist with some escalated customer issues, resolving them promptly and satisfactorily.
• Coordinate training programs to onboard new team members and provide ongoing development opportunities for existing staff.
• Prepare regular reports on team performance and operational metrics for management review.
• Analyze data to identify trends, opportunities, and areas for improvement.
• Use insights from data analysis to inform decision-making and drive continuous improvement initiatives.
• Foster an environment focused on finding innovation and creative solutions for pain points.
• Ensure that the team is following procedures and providing best-in-class 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 the process, systems, and operations inefficiencies
• Monitors the day-to-day activities of functional areas to ensure compliance with internal policy, legal, and pertinent regulations.
• 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

What You’ll Need:

• 2+ years of management experience preferred
• 5+ years of general customer service experience
• 3+ years of experience in banking/credit and debit cards
• Call center or processing center management experience is strongly preferred
• Experience hiring, training, motivating, monitoring, and coaching teams of customer service & processing employees
• Must be or have been fingerprinted and cleared by FINRA
• Excellent leadership  skills are required to lead a team of associates
• Clear written communication skills are required to answer questions and communicate issues clearly and concisely to associates, customers as well as management
• Ability to react to change quickly and implement new processes & procedures
• Ability to work independently with little or no supervision
• Professional demeanor and excellent work habits are essential
• Financial services-specific customer service experience preferred
• Some evenings and weekend days will be required