Associate Manager, Member Experience Outreach

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Who we are:

The Role:

The Associate Manager Member Experience Outreach manages coaches and develops a team of Member Experience Outreach Specialists who handle complex sensitive and high-risk member concerns that require proactive outreach to aid in member satisfaction and addition to supervising this role will help identify and implement solutions to enhance our SoFi members experience improve our employee experience within the Member Experience Outreach team and help our Member Experience Outreach Specialists develop and grow.

What Youll Do:

• Independently manage a team of Member Experience Outreach Specialists monitoring their workload to ensure the appropriate allocation of resources is in place to resolve escalated complaints and concerns through proactive member outreach.

• Hire train motivate monitor and coach new Member Experience Outreach Specialists and serve as a subject matter expert to resolve complex escalated complaints and concerns as needed.

• Assist agents in navigating tough conversations with empathy understanding and a genuine desire to help including serving as a point of escalation for members when needed.

• Ensure that the team follows compliance procedures while providing first-rate customer service. Establish monitor and maintain internal policies and procedures as well as business continuity plans.

• Foster an environment focused on identifying issues providing solutions and driving innovation to enhance the complaint program.

• Hold team members accountable for performance by defining clear goals objectives responsibilities and priorities.

• Identify and escalate issues and propose recommended solutions regarding potential issues with processes systems and operations inefficiencies to their direct manager to contribute to operational success.

• Participate in cross-functional projects designed to mitigate the banks risk due to inefficiencies fraud or lack of compliance.

• Participate in special projects as requested.

What Youll Need:

• 2-4 years of supervisory or management role in a customer service or call center environment

• Minimum of 5 years of general customer service experience with a minimum of 2 years experience with escalation or complaint resolution at a bank or financial institution

• Proficient knowledge of bank products and services such as credit and debit cards

• Exceptional time management skills with the proven ability to manage multiple priorities and work in a fast-paced environment

• Excellent written and verbal communication skills are required to answer questions and communicate issues clearly & concisely to internal and external stakeholders.

• Ability to react to change quickly and implement new processes & procedures

• Work independently with little or no supervision

• Professional demeanor and excellent work habits are essential

• Demonstrated ability to mentor coach and develop others

• Available for all operating hours including evenings and weekends

Nice To Have:

• Associates Degree preferred but not required

• Loan processing student loan originations consumer credit or consumer lending experience

• Knowledge of banking regulations laws and regulatory requirements with a focus on regulatory complaint resolution