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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:
As an Opportunities Resolution Specialist, you will handle escalated issues to drive solutions and lead initiatives that assist our members and enhance all aspects of SoFi. The Opportunities Resolution Specialist works directly with different departments within SoFi to help prevent and resolve member concerns via phone, email, and other mediums, such as our social media platform.
The daily schedule of an Opportunities Resolution Specialist includes handling member communication, resolving complaints, multifaceted tasks, and special projects. ORT Specialists must work quickly and independently, analyzing situations to determine the best course of action to resolve the issue. The work of ORT Specialists also entails building relationships with cross-functional teams to enhance the overall member experience by running after problems to identify process improvements.
What You’ll Do:
- Investigate escalated inquiries/complaints to determine their validity, track outcomes, and provide solutions to complete resolution
- Contact SoFi members via phone and/or email for further information or follow-up related to an inquiry or complaint
- Prepares high-quality, accurate written responses to address inquiries/complaints in compliance with internal and external guidelines
- Provides direct feedback and coaching opportunities to appropriate parties as required based on the outcome of the investigation
- Provides periodic updates to departmental management on outcomes of various complaints handling, including improvement opportunities and improvement requests for improving the member experience
- Expand training opportunities and resources based on trends identified over time
- Identify opportunities for continuous improvement across people, processes, and technology
- Answers complex member inquiries that are beyond the scope of responsibility of the frontline agent teams
- Triage customer escalations and escalate to the Business units for response and resolution as needed
- Perform a history check on previously submitted complaints by members to ensure that the customer is receiving an appropriate closing response
- Deliver timely, accurate, and actionable information to SoFi Teams as appropriate
- May perform other duties as required
What You’ll Need:
- 1-2 years of experience in customer service within the banking or financial services industry
- Proven experience in handling complex and escalated customer issues is highly preferred
- Exceptional problem-solving and analytical skills
- Self-starter who takes ownership and thinks independently, with minimal supervision
- Excellent verbal and written communication skills through various mediums such as chat, email, social media, and member correspondence
- Demonstrated collaborative skills with the ability to successfully partner with cross-functional internal teams
- Able to move between projects/duties quickly and efficiently with excellent organizational, attention to detail, and time management skills to meet critical deadlines
- Ability to remain calm and professional under pressure
- Ability to learn and integrate new technology into workflow
- Must be fingerprinted and have been cleared by FINRA
SoFi Seattle, Washington, USA Office
The office is located in Pike Tower, just five blocks from Pike Place Market, and houses some of our Engineering, Design, and Product teams - including engineers, product managers, and other technical functions.
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