Member Service Representative, SoFi Money
Employee Applicant Privacy Notice
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 fintech company using innovative, mobile-first technology to help our 2+ million 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.
Who we are:
SoFi is a digital personal finance company whose mission is to help its members achieve financial independence to realize their ambitions, whether that be to buy a house one day, start a family on their own terms or be debt-free. We aim to be at the center of our members’ financial lives and to help every member Get Their Money Right®. By joining SoFi, you’ll become part of a forward-thinking company that is transforming financial services by embracing technology to build innovative loan products, investment tools, and more. One of the fastest-growing fintech companies, we’ve grown from 250 employees in 2015 to over 1,500 employees today, and are well on our way to reaching 1 million members. With offices across the US, we offer the excitement of a rapidly growing startup with the stability of a seasoned management team and some of the best talent around. As an employer, we strive to hire employees who are committed to both our company’s mission and our desire to build the best culture in the world. If you are driven, passionate about what you do, and excited about the SoFi mission, we would love to hear from you.
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
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)
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.
SoFi does not seek salary history information from job applicants.
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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 employeesSoFi 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.Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.