Associate Manager, Opportunities Resolution

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The role
The Associate Manager, Opportunities Resolution, manages, coaches, and develops a team of 12-15 Opportunities Resolution Specialists who resolve escalated inquiries and complaints. In addition to supervising, this role will help identify and implement solutions to enhance our SoFi member's experience, improve our employee experience within the Escalations team, and help our Resolution Specialists develop and grow.
What you'll do:

• Independently manage a team of 12-15 Opportunities Resolution Specialists, monitoring their workload to ensure the appropriate allocation of resources is in place to resolve escalated complaints and inquiries.
• Hire, train, motivate, monitor, and coach new Resolution Specialists and serve as a subject matter expert to resolve complex escalated complaints and inquiries as needed.
• Ensure that the team follows compliance procedures while providing first-rate customer service. Establish, monitor, and maintain internal policies and procedures, as well as business continuity plans.
• Foster an environment focused on identifying issues, providing solutions, and driving innovation to enhance the complaint program.
• Hold team members accountable for performance by defining clear goals, objectives, responsibilities, and priorities.
• Identify and escalate issues and propose recommended solutions regarding potential issues with processes, systems, and operations inefficiencies to their direct manager to contribute to operational success.
• Participate in cross-functional projects designed to mitigate the bank's risk due to inefficiencies, fraud, or lack of compliance.
• Participate in special projects as requested.

What you'll need:

• Minimum of 5 years of general customer service experience, preferably with escalation or complaint resolution experience at a bank or financial institution
• Proficient knowledge of bank products and services such as credit and debit cards
• Exceptional time management skills with the proven ability to manage multiple priorities and work in a fast-paced environment
• Excellent written and verbal communication skills are required to answer questions and communicate issues clearly & concisely to internal and external stakeholders.
• Ability to react to change quickly and implement new processes & procedures
• Work independently with little or no supervision
• Professional demeanor and excellent work habits are essential
• Demonstrated ability to mentor, coach, and develop others
• Available for all operating hours, including evenings and weekends

Nice to have:

• 2-4 years of supervisory or management role in a call center or processing center
• Associate's Degree preferred but not required
• Loan processing, student loan originations, consumer credit, or consumer lending experience

Compensation and Benefits
The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate's experience, skills, and location.
To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!
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.
The Company hires the best qualified candidate for the job, without regard to protected characteristics.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
New York applicants: Notice of Employee Rights
SoFi is committed to embracing diversity. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email [email protected].
Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.
Internal Employees
If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.