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Associate Manager, Opportunities Resolution

1 hour, 50 minutes ago
United States
Full-time
Lead
Operations Manager
Customer and Technical Support
Apply Now
SoFi

SoFi

SoFi specializes in providing a comprehensive financial platform that empowers individuals to achieve their financial goals through services such as student loan refinancing, debt consolidation, home buying assistance, and investment opportunities, all...

Capital Markets
1K-5K
Founded 2011
$2900M raised
View All Jobs 143

Description

  • Manage a team of Opportunities Resolution Specialists and monitor workload to ensure resources are allocated effectively.
  • Hire, train, motivate, coach, and develop new and existing Resolution Specialists.
  • Serve as a subject matter expert for resolving complex escalated complaints and inquiries.
  • Ensure the team follows compliance procedures while delivering high-quality customer service.
  • Establish, monitor, and maintain internal policies, procedures, and business continuity plans.
  • Foster a culture of issue identification, solution development, and innovation to improve the complaint program.
  • Define clear goals, responsibilities, objectives, and priorities to hold team members accountable for performance.
  • Identify, escalate, and recommend solutions for process, system, and operational inefficiencies.
  • Participate in cross-functional projects to reduce risk related to inefficiency, fraud, or non-compliance.
  • Support special projects as requested.

Requirements

  • 2+ years in a supervisory or management role in a customer service or call center environment.
  • 5+ years of general customer service experience, preferably with escalation or complaint resolution experience at a bank or financial institution.
  • Proficiency with bank products and services such as credit and debit cards.
  • Strong time management skills and the ability to manage multiple priorities in a fast-paced environment.
  • Excellent written and verbal communication skills for clear internal and external stakeholder communication.
  • Ability to react quickly to change and implement new processes and procedures.
  • Ability to work independently with little or no supervision.
  • Professional demeanor and strong work habits.
  • Demonstrated ability to mentor, coach, and develop others.
  • Availability for all operating hours, including evenings and weekends.
  • Associate's degree preferred but not required.
  • Experience with loan processing, student loan originations, consumer credit, or consumer lending is preferred.
  • Knowledge of banking regulations, laws, and regulatory requirements, especially complaint resolution, is preferred.
  • Experience managing complaints in the financial services industry is preferred.

Benefits

  • Base pay range is provided and final offer is based on experience, skills, and location.
  • Access to SoFi’s comprehensive and competitive benefits package.
  • Reasonable accommodations are available for candidates with physical or mental disabilities during the application or interview process.
  • Equal employment opportunity for all employees and applicants.
  • Consideration of qualified applicants with arrest and conviction records under the San Francisco Fair Chance Ordinance.
  • Remote work is not available from Hawaii or Alaska due to insurance coverage limitations.

Interested in this position?

Apply directly on the company website

Apply Now

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