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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
As a SoFi Member Service Representative, you will be responsible for providing best-in-class service for SoFi’s financial service products, including bank and investment accounts. You will support SoFi’s fast-paced and high-growth environment by responding to inbound inquiries from SoFi Members across multiple communication channels, primarily phone and chat. You will play an integral role in providing strong customer service to SoFi Members by taking ownership of Member’s concerns and seeing them through to resolution.
What you’ll do:
- Provide industry-leading customer service that leverages soft skills, balancing being efficient and ultimately leading to First Call Resolution (FCR)
- Respond to customer inbound inquiries via phone, chat, and email regarding SoFi's banking, investment and credit card products
- Timely and accurately deliver information to SoFi Members while notating correspondence after each customer contact is handled
- Take ownership of resolving member inquiries and attempt to foresee causes for additional inquiries
- Exercise consultative techniques demonstrating advocacy for customers, effective call control, and educating members on various tools/features to help them get their money right
- Troubleshoot, advocate, and show genuine empathy in conversations to deescalate simple or complex inquiries
- Meet or exceed specific performance metrics designed to measure the core responsibilities of the role
- Proactively share insights with management regarding inquiries, concerns, and or complaints to improve our products, operations, and policies
- Expand the scope of your primary role to support other lines of business based on business needs
- Receive inbound calls and chats, raise service request tickets, send emails, and perform callbacks to client customers
- Problem solves and promptly handles escalated issues requiring special handling through coordination with various internal departments to find resolutions to customer queries/issues/concerns
- Manage customer expectations on timeline and resolution. Find the best solutions to ensure customer requirements are met
- Proactively follow up on outstanding issues with internal functional areas and with external clients.
- Treat customers in a consistent, courteous, and efficient manner according to quality monitoring guidelines and SoFi Member Experience standards
What you’ll need:
- High school diploma or equivalent.
- Customer service experience in a fast-paced, high-volume environment.
- Experience supporting customers through phone, chat, and email.
- Strong communication, active listening, and problem-solving skills.
- Basic computer skills, including proficiency with Google Workspace.
- Ability to multitask, manage priorities, and handle customer concerns with professionalism and empathy.
Skills Required
- High school diploma or equivalent
- Customer service experience in a fast-paced, high-volume environment
- Experience supporting customers through phone, chat, and email
- Strong communication, active listening, and problem-solving skills
- Basic computer skills, including proficiency with Google Workspace
- Ability to multitask, manage priorities, and handle customer concerns with professionalism and empathy
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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SoFi Offices
Hybrid Workspace
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!
