Associate Manager, SoFi Money
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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 fintech company using innovative, mobile-first technology to help our nearly 3 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.
The role
SoFi is seeking an experienced Associate Manager of Operations Communications to lead our SoFi Money operations in Cottonwood Heights, Utah. We are very excited about our growth and we are looking for leaders who are passionate about customer service and have the skills and experience to lead a team to deliver outstanding results. Are you craving an opportunity to work for a fast-paced startup that is poised to change the banking world? Do you embrace hard work and collegiate culture, and want to be paid well for delivering outstanding results? 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.
You will manage a team of 10 – 15 SoFi Money support specialists, with responsibility for driving business and process changes to ensure SoFi money customers have the ultimate experience. You’ll get the perks of a start-up – free lunch, stock options, generous time off – while working in a well-funded, profitable, and disruptive financial services company.
What you’ll do:
- Independently manage teams of 10-15 customer communications associates
- Master all tasks associates are required to perform
- Hire, train, motivate, monitor, and coach new associates
- Foster an environment focused on finding solutions for pain points and on creating innovative differentiators
- Ensure that the team is following procedures and providing first-rate 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, to their direct manager with the goal of contributing to operational success
- Monitors the day-to-day activities of functional areas to ensure compliance with internal policy, legal and pertinent regulations. Establishes, monitors, and maintains internal policies and procedures as well as business continuity plans
- 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:
- Minimum Bachelors or Associate Degree
- 3+ years of management experience
- 5+ years general customer service experience
- 3+ years of experience in banking/credit and debit cards
- Call center or processing center management experience strongly preferred
- Experience hiring, training, motivating, monitoring, and coaching teams of customer service & processing employees
- Must be Series 99 licensed or be able to obtain within 6 months of hire.
- Must be or have been fingerprinted and cleared by FINRA
- Strong supervisory and management skills are required to lead a team of associates
- Strong written communication skills are required to answer questions and communicate issues clearly & 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
Nice to have:
- Some evenings and weekend days will be required
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.The health and safety of our employees and their families is our top priority. Due to the ongoing nature of the COVID-19 pandemic, and because unvaccinated employees pose a direct threat to the health and safety of others in the workplace, effective on November 1, 2021, U.S. employees must be fully vaccinated to work from any of our offices, travel for business or attend work-related meetings.The company will make reasonable accommodations when possible for employees who are unable to be vaccinated because of a disability, pregnancy, sincerely held religious belief, or for other legally required reasons..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 RightsDue to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.