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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
The Escalations and OCEO team plays a vital role in building, maintaining, and amending the relationships SoFi has with third parties, applicants, and our current member base. As an Escalations Account Manager, you will not only handle escalated issues, but have a hand in driving solutions and leading initiatives that assist our members and enhance all aspects of SoFi. The Escalations Account Manage works directly with different departments within SoFi to help prevent and resolve member concerns via phone, email, and other various mediums such as our social media platform.
The daily schedule of the Account Managers will include handling member communication, resolving complaints in real time, multifaceted tasks, and special projects. The work of Account Managers entails building relationships with cross-functional teams to enhance the member experience and allows the freedom to run after problems to identify process improvements.
This role is essential to SoFi as it works towards cohesive development and plays an important part in the functionality of the company overall. This team helps to ensure cross-functionality is not only productive, but effective and goal-oriented.
What you’ll do:
Analyze and act on the best possible outcome based on potential risk for an amicable resolution
Identify opportunities for process improvements for the betterment of the overall member or agent experience
Communicate with cross-functional teams in an effective, tactical, and empathetic manner with ongoing status and/or solutions
Respond to real-time member complaints and escalations via inbound channels such as calls, chats, or emails.
Work independently during follow-up time to research account information or issue management, then making outbound contacts to members to finalize resolution.
Acknowledge the issue, provide a realistic timeline for resolving it, keep the member informed, and ensure follow-up via outbound call or email.
Oversee project initiatives to help implement solutions for process improvements
Review the root cause of escalation to improve the escalation procedures and efficiencies as well as reduce contact rate
Perform moderately complex tasks to resolve member concerns and assess complaints for both regulatory and non-regulatory flags
Proactively seek opportunities to improve the member experience across the organization through contact research and review, then follow up with members to improve the outcomes
Accurately classify risks to ensure that member issues are addressed in compliance with internal company standards and requirements.
What you’ll need:
Experience running after problems and creating a stronger SoFi member experience
Proven consistency in adhering to all compliance and company policies
Ability to handle multiple tasks simultaneously and prioritize workload based on business needs
Work independently, but also within teams and cross-functionally to deliver exceptional member experiences, as well as improved tools and processes.
Proven ability to make sound judgments in resolving member issues while providing excellent customer service
Expert product knowledge to not only support member's needs, but also to identify process improvement opportunities.
Excellent ability to overcome objections, de-escalate inquiries, solve problems, and show empathy in conversation with Members
Reliability to deliver on the expectations you set with members
Flexibility to work in a dynamic, fast-paced environment with enthusiasm and excitement for embracing change.
Exceptional verbal and written communication.
Ability to effectively adapt communication style to diverse environments and situations in order to eloquently resolve escalated issues
Ability to respond to applicant’s inbound inquiries via phone, chat, and email regarding SoFi Products and services
Must successfully pass FINRA fingerprint background check
What the Team is Saying
What We Do
SoFi wasn’t built to be a bank. Or a technology company. We were built for one mission: help people achieve financial independence so they can realize their ambitions.
Redefining an entire industry isn’t easy work—and it’s not for the faint of heart. It takes a certain kind of team. People with diverse perspectives and expertise, united by a common sense of purpose. People willing to challenge assumptions but always do the right thing. People proving that innovation and responsibility don’t have to compete, but can come together to create something truly unconventional in the world.
For the last eight years, we’ve been charting this new path forward. We call it The SoFi Way.
At SoFi, we don’t just talk about culture: we live it. The SoFi Way is how we show up every day, how we make decisions, and how we build for our members, clients, and each other.
Why Work 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 members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront.
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Employees engage in a combination of remote and on-site work.
For the majority of our workforce who work on a hybrid schedule, the in-office requirement is a handful of days per month!
