Member Service Representative

West Jordan, UT, USA|Onsite

Job Overview

Employment Type

Full-time

Hourly

Compensation

Hourly

Exact $20.00

Work Schedule

Day Shifts

Night Shifts

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Life insurance

wellness programs

Job Description

SoFi is a next-generation financial services company and national bank dedicated to shaping a brighter financial future for its members. They are transforming the way people think about and interact with personal finance through innovative, mobile-first technology, serving millions of members nationwide. As an industry leader at the forefront of financial transformation, SoFi prides itself on making a direct and meaningful impact on people’s lives. The company’s core values prioritize integrity, innovation, and member advocacy, which creates a dynamic work environment focused on personal and professional growth.

The role of a SoFi Member Service Representative is pivotal for maintaining SoFi's reputation as a provider of best-in-class financial service products. This position involves delivering exceptional support to members regarding SoFi's banking, investment, and credit card products. The representative will handle inbound inquiries via multiple communication channels including phone, chat, and email, ensuring that every member's concern is addressed promptly and efficiently. With a focus on first call resolution and consultative customer service, this role requires a combination of strong communication skills, empathy, and problem-solving abilities in a fast-paced, high-growth environment.

The SoFi Member Service Representative acts as the frontline connection between members and the company, providing assistance that empowers members to achieve their financial goals. Responsibilities include troubleshooting issues, educating members about available tools and features, managing escalations, and collaborating with internal departments to resolve concerns effectively. This role demands a proactive approach to customer service, including analyzing member inquiries to anticipate future needs and enhance the customer experience.

This position is based at the Salt Lake City office in Cottonwood Heights and offers an hourly pay rate of $20.00. Candidates should expect to work a flexible schedule covering days, evenings, and nights, with operational hours from Monday to Thursday 6:00 AM to 8:00 PM MST and Friday from 6:00 AM to 6:00 PM MST. Training for the role may include a six-week onsite program. SoFi emphasizes equal employment opportunities and promotes an inclusive workplace culture that respects diverse backgrounds and accommodates candidates with disabilities.

Job Requirements

High school diploma or GED required
Must successfully pass FINRA fingerprint background check
Ability to attend onsite training if required - 6 weeks of training may be in office
Salt Lake City office only (located in Cottonwood Heights)
Ability to work days evenings and nights with operation hours between Monday-Thursday 6:00 AM - 8:00 PM MST and Friday 6:00 AM - 6:00 PM MST
Previous customer service experience preferably in a similar industry or call center environment
Strong verbal and written communication skills
Experience handling high-volume transactions across multiple channels of communication
Active listening skills to understand customer needs and provide effective solutions
Basic computer skills with solid proficiency in Google Suite
Empathy and patience in dealing with customer inquiries and concerns
Ability to handle high-stress situations and irate customers with professionalism
Willingness to learn and stay updated on company policies products and services
Adaptability to handle a variety of customer queries and requests
Time management and organizational skills to handle multiple inquiries simultaneously

Job Qualifications

Previous customer service experience preferably in a similar industry or call center environment
Strong verbal and written communication skills
Experience with providing world-class customer service and meeting critical deadlines in a dynamic rapidly changing environment
Active listening skills to understand customer needs and provide effective solutions
Basic computer skills with solid proficiency in Google Suite
Empathy and patience in dealing with customer inquiries and concerns
Ability to handle high-stress situations and irate customers with professionalism
Willingness to learn and stay updated on company policies products and services
Adaptability to handle a variety of customer queries and requests
Time management and organizational skills to handle multiple inquiries simultaneously

Job Duties

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