Associate Manager, Member Experience Outreach

The Role:

The Associate Manager, Member Experience Outreach, manages, coaches, and develops a team of Member Experience Outreach Specialists who handle complex, sensitive, and high-risk member concerns that require proactive outreach to aid in member satisfaction and resolution. In addition to supervising, this role will help identify and implement solutions to enhance our SoFi member's experience, improve our employee experience within the Member Experience Outreach team, and help our Member Experience Outreach Specialists develop and grow. 

What You’ll Do:

• Independently manage a team of Member Experience Outreach Specialists, monitoring their workload to ensure the appropriate allocation of resources is in place to resolve escalated complaints and concerns through proactive member outreach.

• Hire, train, motivate, monitor, and coach new Member Experience Outreach Specialists and serve as a subject matter expert to resolve complex escalated complaints and concerns as needed. 

• Assist agents in navigating tough conversations with empathy, understanding and a genuine desire to help, including serving as a point of escalation for members when needed.

• Ensure that the team follows compliance procedures while providing first-rate customer service. Establish, monitor, and maintain internal policies and procedures, as well as business continuity plans.

• Foster an environment focused on identifying issues, providing solutions, and driving innovation to enhance the complaint program.    

• Hold team members accountable for performance by defining clear goals, objectives, responsibilities, and priorities. 

• Identify and escalate issues and propose recommended solutions regarding potential issues with processes, systems, and operations inefficiencies to their direct manager to contribute to operational success.

• Participate in cross-functional projects designed to mitigate the bank's risk due to inefficiencies, fraud, or lack of compliance. 

• Participate in special projects as requested.

What You’ll Need:

• 2-4 years of supervisory or management role in a customer service or call center environment

• Minimum of 5 years of general customer service experience,  with a minimum of 2 years experience with escalation or complaint resolution at a bank or financial institution 

• Proficient knowledge of bank products and services such as credit and debit cards 

• Exceptional time management skills with the proven ability to manage multiple priorities and work in a fast-paced environment

• Excellent written and verbal communication skills are required to answer questions and communicate issues clearly & concisely to internal and external stakeholders. 

• Ability to react to change quickly and implement new processes & procedures

• Work independently with little or no supervision

• Professional demeanor and excellent work habits are essential

• Demonstrated ability to mentor, coach, and develop others 

• Available for all operating hours, including evenings and weekends

Nice To Have:

• Associate's Degree preferred but not required

• Loan processing, student loan originations, consumer credit, or consumer lending experience 

• Knowledge of banking regulations, laws, and regulatory requirements, with a focus on regulatory complaint resolution