Associate Manager, Specialty Servicing CoE, TaxPII
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Job Location:
Jacksonville, FL - USA
Yearly Salary:
USD 2 - 3
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
The Role:
The Associate Manager Specialty Servicing CoE will directly manage and support a team of Tax and Personal Identification Information agents who focus on helping members who inquire about tax documents and update personal identifying information.. The Associate Manager is responsible for driving business and process changes to ensure SoFi members and employees have an exceptional experience.
What youll do:
Lead: Independently manage a team of Tax and Personal Identification Information agents ensuring the team is following procedures providing excellent customer service and processing personal identification member requests that meet SoFis standards for quality and member experience. Set and motivate your team to achieve performance goals by defining clear objectives responsibilities and priorities
Learn: Gain a deep understanding of the member experience at every step of the application process. This knowledge will help you support your team as they have questions come across new trends and learn new areas of lending operations.
Coach: Develop team members both in tax document inquiries and personal identifying information through interactions via phone chat SMS and email
Improve: Identify opportunities to improve the experience of our members and employees who support our members every day. Reducing friction without compromising quality or introducing risk
Monitor: Track day-to-day activities of functional areas to ensure compliance to internal policy legal and pertinent regulations. Establish monitor and maintain internal policies and procedures as well as business continuity plans
Respond: Identify escalate issues and propose recommended solutions regarding potential issues with process systems and operations inefficiencies as they happen
Hire: Hire train and coach new a team of Tax and Personal Identification Information agents
Grow: Care for your direct reports by forming their broader career goals into realistic actionable steps that you work together on
Smile: Challenge the status quo every day with a positive and productive mindset
What youll need:
1-2 years of experience managing the output and performance of others in a call center environment preferably within the financial services industry
2-3 years of experience in customer service identifying tax documents and knowledge of personal Identification Information procedures
Experience training motivating monitoring and supporting teams of customer service agents in a metric-driven environment
Knowledge of speaking directly with customers on escalated issues
Demonstrates excellent written and verbal communication skills
Ability to react to change quickly and implement new processes & procedures
Work independently with little or no supervision
Ability to analyze data sets confirm the integrity of the data and draw conclusions
Professional demeanor and excellent work habits are essential
Required Experience:
Manager
Key Skills
- Customer Service
- Client Expectations
- Client Requirements
- Client Support
- Action Plans
- Issue Resolution
- Account Management
- Client Relationships
- Service Delivery
- Client Service
- Client Satisfaction
- Client Management
- Procedures
- Service Level Agreements
- New Clients
About Company
Why do 10M+ members trust SoFi? Financial solutions for school, marriage, starting a family, home buying, retirement, or whatever’s next. Member FDIC.
