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ManagerFull-time
Salary Range
$81,600 - $110,400 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for an Escalations Account Manager to join our team at SoFi, a next-generation financial services company and national bank. This role plays a vital part in building and maintaining relationships with third parties, applicants, and our member base.
Key Responsibilities
- →Analyze and act on the best possible outcome based on potential risk for an amicable resolution
- →Identify opportunities for process improvements for the betterment of the overall member or agent experience
- →Communicate with cross-functional teams in an effective, tactical, and empathetic manner with ongoing status and/or solutions
- →Respond to real-time member complaints and escalations via inbound channels such as calls, chats, or emails
- →Work independently during follow-up time to research account information or issue management, then making outbound contacts to members to finalize resolution
- →Acknowledge the issue, provide a realistic timeline for resolving it, keep the member informed, and ensure follow-up via outbound call or email
- →Oversee project initiatives to help implement solutions for process improvements
- →Review the root cause of escalation to improve the escalation procedures and efficiencies as well as reduce contact rate
- →Perform moderately complex tasks to resolve member concerns and assess complaints for both regulatory and non-regulatory flags
- →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
- →Accurately classify risks to ensure that member issues are addressed in compliance with internal company standards and requirements
Requirements
- ✓Experience running after problems and creating a stronger SoFi member experience
- ✓Proven consistency in adhering to all compliance and company policies
- ✓Ability to handle multiple tasks simultaneously and prioritize workload based on business needs
- ✓Work independently, but also within teams and cross-functionally to deliver exceptional member experiences, as well as improved tools and processes
- ✓Proven ability to make sound judgments in resolving member issues while providing excellent customer service
- ✓Expert product knowledge to not only support member's needs, but also to identify process improvement opportunities
- ✓Excellent ability to overcome objections, de-escalate inquiries, solve problems, and show empathy in conversation with Members
- ✓Reliability to deliver on the expectations you set with members
- ✓Flexibility to work in a dynamic, fast-paced environment with enthusiasm and excitement for embracing change
- ✓Exceptional verbal and written communication
- ✓Ability to effectively adapt communication style to diverse environments and situations in order to eloquently resolve escalated issues
- ✓Ability to respond to applicant’s inbound inquiries via phone, chat, and email regarding SoFi Products and services
- ✓Must successfully pass FINRA fingerprint background check
