Member Service Representative

Member Service Representative

Requirements

• Previous customer service experience, preferably in a similar industry or Call Center environment
• Strong verbal and written communication skills
• Experience with 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
• Ability to work days, evenings, and nights. Operation hours are between Monday- Thursday 6:00 AM – 8:00 PM MST/ Friday 6:00 AM -6:00 PM MST
• Experience handling high-volume transactions across multiple channels of communication
• High school diploma or GED required
• Must successfully pass FINRA fingerprint background check
• Ability to attend onsite training if required – 6 weeks of training may be in office
• Ability to work 2 days in office after training is completed
• Salt Lake City office only (located in Cottonwood Heights)

Responsibilities

• Provide industry-leading customer service that leverages soft skills, balancing being efficient and ultimately leading to First Call Resolution (FCR)
• Respond to customer inbound inquiries via phone, chat, and email regarding the SoFi Checking & Savings, SoFi Money, Samsung Money by SoFi, and SoFi Invest 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 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, 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 or complaints to improve our products, operations, and policies
• Expand the scope of your 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 solves and promptly handles escalated issues requiring special handling through coordination with various internal departments to find resolutions to customer queries/issues/concerns
• Manage customer expectations on timeline and resolution. Find the best solutions to ensure customer requirements are met
• Proactively follow up on outstanding issues with internal functional areas and with external clients
• Treat customers in a consistent, courteous, and efficient manner according to quality monitoring guidelines and SoFi Member Experience standards

Preferred Qualifications

No preferred qualifications provided.