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Opportunities Resolution Specialist

15 hours, 42 minutes ago
United States
Full-time
Junior
Customer Support
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 134

Description

  • Investigate escalated inquiries and complaints, validate concerns, assess risk, and drive cases to full resolution.
  • Contact members by phone and email to gather information, clarify issues, and provide status updates.
  • Prepare accurate written responses that meet internal standards and regulatory requirements.
  • Provide feedback and coaching to relevant teams or partners based on investigation outcomes.
  • Share trends, insights, and recommendations with leadership to support process improvements.
  • Expand training materials and resources based on recurring patterns or emerging issues.
  • Identify opportunities for continuous improvement across people, processes, and technology.
  • Respond to complex or high-risk member inquiries outside the scope of frontline teams.
  • Triage escalations and partner with business units to ensure timely, accurate responses.
  • Review complaint history to ensure consistency, fairness, and appropriate resolution.

Requirements

  • 2+ years of customer service experience within banking, fintech, or financial services.
  • Demonstrated ability to manage complex, escalated, or sensitive customer situations.
  • Strong analytical and problem-solving skills with sound judgment and attention to detail.
  • Self-starter mindset with the ability to work independently and take ownership.
  • Excellent verbal and written communication skills, including professional email correspondence.
  • Strong collaboration and relationship-building skills across cross-functional teams.
  • Ability to manage multiple priorities efficiently in a fast-paced environment.
  • Composure and professionalism under pressure or during challenging interactions.
  • Ability to quickly learn and adapt to new systems, workflows, and technology.
  • Must be fingerprinted and cleared by FINRA.

Benefits

  • Competitive base pay, with final offer determined by experience, skills, and location.
  • Access to SoFi’s comprehensive and competitive benefits package.
  • Reasonable accommodations available for candidates with physical or mental disabilities.
  • Inclusive culture and equal employment opportunity for all applicants and employees.
  • Consideration for qualified applicants with arrest and conviction records in San Francisco.
  • Remote work is not available from Hawaii or Alaska due to insurance coverage issues.

Interested in this position?

Apply directly on the company website

Apply Now

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