Employee Applicant Privacy Notice
Who we are:
Shape a brighter financial future with us.
Together with our members, we’re changing the way people think about and interact with personal finance.
We’re a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world.
The role
We are seeking an Associate Manager of Operations Communications to join our SoFi MET Operations leadership team in Cottonwood Heights, UT.
We are looking for leaders who are passionate about customer service and have the skills and experience to lead a team that will deliver outstanding results. Are you craving an opportunity to work for a fast-paced organization that is poised to change the banking world? Are you a leader who has a clear direction and the capacity to influence his or her team to work toward the realization of a vision? If so, we want to talk to you.
What you’ll do:
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Independently manage teams of 15-18 Member Service Representative associates.
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Provide ongoing feedback and training to team members to help them improve their skills and achieve their goals.
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Foster a positive and supportive work environment that encourages teamwork and collaboration.
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Monitor and analyze key performance metrics, such as AHT, first call resolution, and NPS while identifying areas for improvement and implementing strategies to optimize team performance.
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Assist with some escalated customer issues, resolving them promptly and satisfactorily.
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Coordinate training programs to onboard new team members and provide ongoing development opportunities for existing staff.
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Prepare regular reports on team performance and operational metrics for management review.
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Analyze data to identify trends, opportunities, and areas for improvement.
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Use insights from data analysis to inform decision-making and drive continuous improvement initiatives.
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Foster an environment focused on finding innovation and creative solutions for pain points.
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Ensure that the team is following procedures and providing best-in-class customer service.
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Hold team members accountable for performance by defining clear goals, objectives, responsibilities, and priorities.
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Identify, escalate issues, and propose recommended solutions regarding potential issues with the process, systems, and operations inefficiencies
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Monitors the day-to-day activities of functional areas to ensure compliance with internal policy, legal, and pertinent regulations.
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Utilizes experience and specialized knowledge of specific functional areas and internal policies and procedures to respond to and make appropriate decisions to resolve the most complex situations referred by staff.
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Participates in cross-functional projects designed to mitigate risk to the bank due to inefficiencies, fraud, or lack of compliance.
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Participates in special projects as requested
What you’ll need:
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2+ years of management experience preferred
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5+ years of general customer service experience
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3+ years of experience in banking/credit and debit cards
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Call center or processing center management experience is strongly preferred
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Experience hiring, training, motivating, monitoring, and coaching teams of customer service & processing employees
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Must be or have been fingerprinted and cleared by FINRA
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Excellent leadership skills are required to lead a team of associates
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Clear written communication skills are required to answer questions and communicate issues clearly and concisely to associates, customers as well as management
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Ability to react to change quickly and implement new processes & procedures
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Ability to work independently with little or no supervision
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Professional demeanor and excellent work habits are essential
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Financial services-specific customer service experience preferred
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Some evenings and weekend days will be required
Compensation and Benefits
The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location.
To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!
SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.The Company hires the best qualified candidate for the job, without regard to protected characteristics.Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.New York applicants: Notice of Employee RightsSoFi is committed to embracing diversity. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email [email protected].Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.
Internal Employees
If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.
What the Team is Saying
What We Do
For over a decade, SoFi has helped transform the Fintech industry by creating financial products and services that help people borrow, save, spend, invest, and protect their money better, so they can achieve financial independence and realize their ambitions. Whether it’s owning a home, saving for retirement, paying off their student loans, or helping our members invest - SoFi is there every step of the way. Want to learn more about how it works? Check it out here: https://www.sofi.com/how-it-works/
Our core values are at the center of how we help our millions of members get their money right. They are our guiding principles for how we think about serving our members, building our company, and most importantly, how we work together. At SoFi, it’s not just what we do - but how we do it.
SoFi is also proud to be the naming rights partner of SoFi Stadium, home of the Los Angeles Chargers and the Los Angeles Rams.
For more information, visit SoFi.com
Why Work With Us
Together with our members, we’re changing the way people think about and interact with personal finance. We’re a next-generation Fintech company using innovative, mobile-first technology to help our members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront.
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SoFi Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
For the majority of our workforce who work on a hybrid schedule, the in-office requirement is a handful of days per month!
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