Escalations Account Manager

The role

The Escalations and OCEO team plays a vital role in building, maintaining, and amending the relationships SoFi has with third parties, applicants, and our current member base. As an Escalations Account Manager, you will not only handle escalated issues, but have a hand in driving solutions and leading initiatives that assist our members and enhance all aspects of SoFi. The Escalations Account Manage works directly with different departments within SoFi to help prevent and resolve member concerns via phone, email, and other various mediums such as our social media platform.

The daily schedule of the Account Managers will include handling member communication, resolving complaints in real time, multifaceted tasks, and special projects. The work of Account Managers entails building relationships with cross-functional teams to enhance the member experience and allows the freedom to run after problems to identify process improvements.

This role is essential to SoFi as it works towards cohesive development and plays an important part in the functionality of the company overall. This team helps to ensure cross-functionality is not only productive, but effective and goal-oriented.

What you’ll do:

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  Analyze and act on the best possible outcome based on potential risk for an amicable resolution



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  Identify opportunities for process improvements for the betterment of the overall member or agent experience



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  Communicate with cross-functional teams in an effective, tactical, and empathetic manner with ongoing status and/or solutions



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  Respond to real-time member complaints and escalations via inbound channels such as calls, chats, or emails.



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  Work independently during follow-up time to research account information or issue management, then making outbound contacts to members to finalize resolution.



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  Acknowledge the issue, provide a realistic timeline for resolving it, keep the member informed, and ensure follow-up via outbound call or email.



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  Oversee project initiatives to help implement solutions for process improvements



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  Review the root cause of escalation to improve the escalation procedures and efficiencies as well as reduce contact rate



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  Perform moderately complex tasks to resolve member concerns and assess complaints for both regulatory and non-regulatory flags



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  Proactively seek opportunities to improve the member experience across the organization through contact research and review, then follow up with members to improve the outcomes



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  Accurately classify risks to ensure that member issues are addressed in compliance with internal company standards and requirements.

What you’ll need:

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  Experience running after problems and creating a stronger SoFi member experience



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  Proven consistency in adhering to all compliance and company policies



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  Ability to handle multiple tasks simultaneously and prioritize workload based on business needs



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  Work independently, but also within teams and cross-functionally to deliver exceptional member experiences, as well as improved tools and processes.



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  Proven ability to make sound judgments in resolving member issues while providing excellent customer service



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  Expert product knowledge to not only support member's needs, but also to identify process improvement opportunities.



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  Excellent ability to overcome objections, de-escalate inquiries, solve problems, and show empathy in conversation with Members



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  Reliability to deliver on the expectations you set with members



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  Flexibility to work in a dynamic, fast-paced environment with enthusiasm and excitement for embracing change.



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  Exceptional verbal and written communication.



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  Ability to effectively adapt communication style to diverse environments and situations in order to eloquently resolve escalated issues



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  Ability to respond to applicant’s inbound inquiries via phone, chat, and email regarding SoFi Products and services



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  Must successfully pass FINRA fingerprint background check