Associate Manager, Opportunities Resolution
SoFi
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Who we are:
Shape a brighter financial future with us.
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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 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
