Member Service Representative
SoFi is a next-generation financial services company and national bank that leverages innovative technology to help members achieve their financial goals. The Member Service Representative will provide best-in-class customer service for SoFi's financial products, responding to inquiries through various communication channels and ensuring member concerns are resolved efficiently.
Responsibilities
- 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
- Proactively share insights with management regarding inquiries, concerns, and or complaints to improve our products, operations, and policies
- Expand the scope of your primary role to support other lines of business based on business needs
- Receive inbound calls and chats, raise service request tickets, send emails, and perform callbacks to client customers
- Problem solves and promptly handles escalated issues requiring special handling through coordination with various internal departments to find resolutions to customer queries/issues/concerns
- Manage customer expectations on timeline and resolution. Find the best solutions to ensure customer requirements are met
- Proactively follow up on outstanding issues with internal functional areas and with external clients
- Treat customers in a consistent, courteous, and efficient manner according to quality monitoring guidelines and SoFi Member Experience standards
Skills
- 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
- Ability to work days, evenings, and nights. Operation hours are between Monday- Thursday 8:00 AM - 10:00 PM EST/ Friday 8:00 AM -8:00 PM EST
- Experience handling high-volume transactions across multiple channels of communication
- 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
- Ability to work 2 days in office after training is completed
Benefits
- To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!
Company Overview
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