Job description

The role

As a SoFi Customer Service Representative, you will be responsible for providing best-in-class service for SoFi’s financial service products, including bank accounts, investment accounts, and loans. You will support SoFi’s fast-paced and high-growth environment by responding to inbound inquiries from SoFi Members across multiple communication channels, primarily phone, chat, and email. You will play an integral role in providing strong customer service to SoFi Members through taking ownership of Member’s concerns and seeing them through resolution.

What you’ll do:

• Provide an industry leading customer service that leverages soft skills, balancing being efficient, and ultimately leading to First Call Resolution (FCR)
• Respond to customer's inbound inquiries via phone, chat, and email regarding to the SoFi Money, Samsung Money by SoFi, SoFi Invest, and Lending Products
• Timely and accurately deliver information to SoFi Members while notating correspondence after each customer contact handled
• Take ownership of resolving member inquiries and attempt to foresee causes for additional inquiries
• Exercise consultative techniques demonstrating advocacy for customers, effective call control and educating members on various tools/features to help them get their money right
• Troubleshoot, advocate, show genuine empathy in conversations in effort 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 or complaints, in effort of improving our products, operations, and policies
• Expand the scope of your primary role to support other lines of business based on business needs

What you’ll need:

• Strong verbal and written communication skills
• Experience with providing world-class customer service meeting critical deadlines in a dynamic, rapidly changing environment
• Advanced computer skills with solid proficiency in Microsoft Office Suite
• Ability to exhibit grace under pressure, while successfully navigating complex work assignments/situations efficiently and effectively
• Self-motivated, ability to multitask, resourceful, productive on teams as well as independent work
• Comfortable with adapting to change, switching between projects/duties quickly and efficiently
• Excellent organizational and time management skills
• Ability to work evenings, nights, and weekend days.
• Experience handling high volume transactions across multiple channels of communication
• High school diploma or GED required
• Must successfully pass FINRA fingerprint background check

Nice to have:

• Contact center/customer service experience
• Series 99
• Financial services experience

Job Type: Full-time

Pay: $19.50 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance
• Work from home

Experience level:

• 1 year

Shift:

• 10 hour shift
• 8 hour shift
• Day shift
• Evening shift

Weekly day range:

• Monday to Friday
• Weekend availability

Work setting:

• Hybrid remote

Ability to commute/relocate:

• Cottonwood Heights, UT 84121: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Do you reside within 90 minute radius of this location?

Work Location: Hybrid remote in Cottonwood Heights, UT 84121

abouteureka.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, abouteureka.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, abouteureka.com is the ideal place to find your next job.