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:

The Associate Manager, Escalations will manage a team of 10-12 Escalation Account Managers with responsibility for handling escalated calls. Responding to complaints received via chat, email, social media, and government regulators. The escalations team is also tasked with submitting business and process changes to ensure an optimal SoFi member experience.

What You’ll Do:

Independently manage teams of 10-12 Escalation Account Managers
Master all tasks associates are required to perform.
Hire, motivate, monitor, and coach new and existing associates
Foster an environment focused on finding solutions for pain points and on creating innovative differentiators
Ensure that the team is following procedures and providing first-rate customer service
Hold team members accountable for performance by defining clear goals, objectives, responsibilities, and priorities.
Identify, escalate issues and propose recommended solutions regarding potential issues with processes, systems, and operations inefficiencies, to their direct manager with the goal of contributing to operational success.
Monitors the day-to-day activities of functional areas to ensure compliance with internal policy, legal and pertinent regulations. Establishes, monitors, and maintains internal policies and procedures as well as business continuity plans.
Utilizes experience and specialized knowledge of specific functional areas and internal policies and procedures to respond to and make appropriate decisions to resolve the most complex situations referred by staff.
Participates in cross-functional projects designed to mitigate risk to the bank due to inefficiencies, fraud or lack of compliance. Participates in special projects as requested.

What You’ll Need:

Minimum Bachelors or Associate Degree or equivalent work experience
2+ years of management experience, preferably in an escalations environment
5+ years general customer service experience, escalations experience preferred
2+ years of experience in banking/credit and debit cards
Call center or processing center management experience strongly preferred
Experience hiring, training, motivating, monitoring, and coaching teams of customer service & processing employees
Leadership and management skills to include experience in employee conflict resolution, development and problem solving
Written communication skills are required to answer questions and communicate issues clearly & concisely to associates, customers, and management
Ability to react to change quickly and implement new processes & procedures
Ability to work independently with little or no supervision
Student loan originations, consumer credit, or consumer lending experience preferred
Financial services specific customer service experience preferred
Some evenings and weekend days will be required

Nice To Have:

Series 7, 63, & 65 or Series 7 & 66

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. To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!

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.

New York applicants: Notice of Employee Rights

SoFi is committed to embracing diversity. 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 accommodations@sofi.com.

Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.

Internal Employees If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.