Job Overview
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
remote work options
Professional Development
Job Description
SoFi is a next-generation financial services company and national bank dedicated to reshaping the way people think about and interact with personal finance. Utilizing innovative, mobile-first technology, SoFi serves millions of members across the United States who rely on their banking, investment, and credit products to achieve financial goals. The company prides itself on being at the forefront of an unprecedented transformation within the financial services sector. SoFi fosters an inclusive culture and emphasizes core values that impact both the industry and its members' lives positively. They offer a vibrant, fast-paced work environment for professionals who are passionate about helping others succeed financially, with opportunities for personal growth and career development. SoFi provides equal employment opportunities and reasonable accommodations throughout the hiring process. The base pay for the Member Service Representative role varies according to experience, skills, and geographic location. Benefits offered are comprehensive and competitive, promoting employee well-being and work-life balance.
The SoFi Member Service Representative will play a crucial role in delivering best-in-class service to SoFi members. This position involves responding to inbound inquiries across multiple communication channels such as phone, chat, and email concerning various financial service products, including bank and investment accounts. The Member Service Representative will be responsible for resolving customer issues with a high level of empathy, efficiency, and ownership, ensuring a seamless customer experience. This role requires an ability to multitask, manage priorities, and use consultative skills to help members understand the tools and features available to manage their money better. The successful candidate will accurately document all communications and proactively collaborate with management to improve services by sharing insights from member interactions. The role also entails supporting different lines of business as needed and handling escalated issues through coordination with internal departments for timely problem resolution. This position is ideal for proactive individuals who thrive in a dynamic environment and are committed to maintaining SoFi's standards for member experience and quality customer service.
The SoFi Member Service Representative will play a crucial role in delivering best-in-class service to SoFi members. This position involves responding to inbound inquiries across multiple communication channels such as phone, chat, and email concerning various financial service products, including bank and investment accounts. The Member Service Representative will be responsible for resolving customer issues with a high level of empathy, efficiency, and ownership, ensuring a seamless customer experience. This role requires an ability to multitask, manage priorities, and use consultative skills to help members understand the tools and features available to manage their money better. The successful candidate will accurately document all communications and proactively collaborate with management to improve services by sharing insights from member interactions. The role also entails supporting different lines of business as needed and handling escalated issues through coordination with internal departments for timely problem resolution. This position is ideal for proactive individuals who thrive in a dynamic environment and are committed to maintaining SoFi's standards for member experience and quality customer service.
Job Requirements
- High school diploma or equivalent
- Customer service experience in a fast-paced, high-volume environment
- Experience supporting customers through phone, chat, and email
- Strong communication, active listening, and problem-solving skills
- Basic computer skills, including proficiency with Google Workspace
- Ability to multitask, manage priorities, and handle customer concerns with professionalism and empathy
Job Qualifications
- High school diploma or equivalent
- Customer service experience in a fast-paced, high-volume environment
- Experience supporting customers through phone, chat, and email
- Strong communication, active listening, and problem-solving skills
- Basic computer skills, including proficiency with Google Workspace
- Ability to multitask, manage priorities, and handle customer concerns with professionalism and empathy
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
Job Criteria
Experience
No experience required
Job Location
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