Associate Manager, Opportunities Resolution

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Who we are:

The role

The Associate Manager Opportunities Resolution manages coaches and develops a team of Opportunities Resolution Specialists who resolve escalated inquiries and addition to supervising this role will help identify and implement solutions to enhance our SoFi members experience improve our employee experience within the ORT team and help our Resolution Specialists develop and grow.

What youll do:

• Independently manage a team of Opportunities Resolution Specialists monitoring their workload to ensure the appropriate allocation of resources is in place to resolve escalated complaints and inquiries.
• Hire train motivate monitor and coach new Resolution Specialists and serve as a subject matter expert to resolve complex escalated complaints and inquiries as 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 years of supervisory or management role in a customer service or call center environment
• Minimum of 5 years of general customer service experience preferably with escalation or complaint resolution experience 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
• Experiencing managing complaints in the financial services industry