Member Service Representative

What you’ll do: Provide industry-leading customer service that leverages soft skills, balancing efficiency 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 anticipate causes for additional inquiries Exercise consultative techniques demonstrating advocacy for customers, effective call control, and educating members on various tools/features to help them manage their finances 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 complaints to improve products, operations, and policies Expand the scope of the 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‑solve and promptly handle escalated issues requiring special coordination with internal departments to resolve customer queries/issues/concerns Manage customer expectations on timeline and resolution to ensure their requirements are met Follow up on outstanding issues with internal functional areas and external clients Treat customers consistently, courteously, and efficiently in accordance with quality monitoring guidelines and SoFi Member Experience standards What you’ll need: Previous customer service experience, preferably in a similar industry or Call Center environment Strong verbal and written communication skills Experience 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 Availability to work days, evenings, and nights during operating hours: Monday–Thursday 6:00 AM–8:00 PM MST, Friday 6:00 AM–6:00 PM MST Experience handling high‑volume transactions across multiple communication channels High school diploma or GED required Successful completion of a FINRA fingerprint background check Ability to attend onsite training if required – 6 weeks of training may be in office Salt Lake City office only (located in Cottonwood Heights) Hourly pay: $20.00 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. Pay range: $16.00 - $20.00; Payment frequency: Hourly. This role is also eligible for a bonus and competitive benefits. More information about our employee benefits can be found in the link above. Equal Employment Opportunity 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. SoFi is committed to an inclusive culture. 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 View email address on click.appcast.io. Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time. #J-18808-Ljbffr