Social Finance, Inc. (SoFi)
Associate Manager, Operations Communications
Social Finance, Inc. (SoFi), Cottonwood Heights, Utah, United States
Associate Manager, Operations Communications
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: We are seeking an Associate Manager of Operations Communications to join our SoFi MET Operations leadership team. We are looking for leaders who are passionate about customer service and have the skills and experience to lead a team that will deliver outstanding results. Are you craving an opportunity to work for a fast-paced organization that is poised to change the banking world? Are you a leader who has a clear direction and the capacity to influence his or her team to work toward the realization of a vision? If so, we want to talk to you. What You’ll Do: Independently manage teams of 15-18 Member Service Representative associates. Provide ongoing feedback and training to team members to help them improve their skills and achieve their goals. Foster a positive and supportive work environment that encourages teamwork and collaboration. Monitor and analyze key performance metrics such as AHT, first call resolution, and NPS while identifying areas for improvement and implementing strategies to optimize team performance. Assist with some escalated customer issues, resolving them promptly and satisfactorily. Coordinate training programs to onboard new team members and provide ongoing development opportunities for existing staff. Prepare regular reports on team performance and operational metrics for management review. Analyze data to identify trends, opportunities, and areas for improvement. Use insights from data analysis to inform decision-making and drive continuous improvement initiatives. Foster an environment focused on finding innovation and creative solutions for pain points. Ensure that the team is following procedures and providing best-in-class 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 the process, systems, and operations inefficiencies Monitors the day-to-day activities of functional areas to ensure compliance with internal policy, legal, and pertinent regulations. 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: 2+ years of management experience preferred 5+ years of general customer service experience 3+ years of experience in banking/credit and debit cards Call center or processing center management experience is strongly preferred Experience hiring, training, motivating, monitoring, and coaching teams of customer service & processing employees Must be or have been fingerprinted and cleared by FINRA Excellent leadership skills are required to lead a team of associates Clear written communication skills are required to answer questions and communicate issues clearly and concisely to associates, customers as well as management Ability to react to change quickly and implement new processes & procedures Ability to work independently with little or no supervision Professional demeanor and excellent work habits are essential Financial services-specific customer service experience preferred Some evenings and weekend days will be required 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! Pay range: $73,600.00 - $138,000.00 Payment frequency: Annual This role is also eligible for a bonus and competitive benefits. More information about our employee benefits can be found in the link above. Pay range: $73,600.00 - $138,000.00 Payment frequency: Annual This role is also eligible for a bonus and competitive benefits. More information about our employee benefits can be found in the link above. 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 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. Apply for this position
Associate Manager, Operations Communications Operations UT - Cottonwood Heights Terms and Conditions Apply. SOFI RESERVES THE RIGHT TO MODIFY OR DISCONTINUE PRODUCTS AND BENEFITS AT ANY TIME WITHOUT NOTICE. To qualify, a borrower must be a U.S. citizen or other eligible status and meet SoFi's underwriting requirements. Not all borrowers receive the lowest rate. Lowest rates reserved for the most creditworthy borrowers. If approved, your actual rate will be within the range of rates listed above and will depend on a variety of factors, including term of loan, evaluation of your creditworthiness, years of professional experience, income, and a variety of other factors. Rates and Terms are subject to change at anytime without notice and are subject to state restrictions.
SoFi refinance loans are private loans and do not have the same repayment options that the federal loan program offers, or may become available, such as Income Based Repayment or Income Contingent Repayment or PAYE.
Licensed by the Department of Financial Protection and Innovation under the California Financing Law License No. 6054612. SoFi loans are originated by SoFi Lending Corp. or an affiliate, NMLS # 696891. (
www.nmlsconsumeraccess.org
) ✝︎ To check the rates and terms you qualify for, SoFi conducts a soft credit pull that will not affect your credit score. However, if you choose a product and continue your application, we will request your full credit report from one or more consumer reporting agencies, which is considered a hard credit pull and may affect your credit.
#J-18808-Ljbffr
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: We are seeking an Associate Manager of Operations Communications to join our SoFi MET Operations leadership team. We are looking for leaders who are passionate about customer service and have the skills and experience to lead a team that will deliver outstanding results. Are you craving an opportunity to work for a fast-paced organization that is poised to change the banking world? Are you a leader who has a clear direction and the capacity to influence his or her team to work toward the realization of a vision? If so, we want to talk to you. What You’ll Do: Independently manage teams of 15-18 Member Service Representative associates. Provide ongoing feedback and training to team members to help them improve their skills and achieve their goals. Foster a positive and supportive work environment that encourages teamwork and collaboration. Monitor and analyze key performance metrics such as AHT, first call resolution, and NPS while identifying areas for improvement and implementing strategies to optimize team performance. Assist with some escalated customer issues, resolving them promptly and satisfactorily. Coordinate training programs to onboard new team members and provide ongoing development opportunities for existing staff. Prepare regular reports on team performance and operational metrics for management review. Analyze data to identify trends, opportunities, and areas for improvement. Use insights from data analysis to inform decision-making and drive continuous improvement initiatives. Foster an environment focused on finding innovation and creative solutions for pain points. Ensure that the team is following procedures and providing best-in-class 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 the process, systems, and operations inefficiencies Monitors the day-to-day activities of functional areas to ensure compliance with internal policy, legal, and pertinent regulations. 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: 2+ years of management experience preferred 5+ years of general customer service experience 3+ years of experience in banking/credit and debit cards Call center or processing center management experience is strongly preferred Experience hiring, training, motivating, monitoring, and coaching teams of customer service & processing employees Must be or have been fingerprinted and cleared by FINRA Excellent leadership skills are required to lead a team of associates Clear written communication skills are required to answer questions and communicate issues clearly and concisely to associates, customers as well as management Ability to react to change quickly and implement new processes & procedures Ability to work independently with little or no supervision Professional demeanor and excellent work habits are essential Financial services-specific customer service experience preferred Some evenings and weekend days will be required 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! Pay range: $73,600.00 - $138,000.00 Payment frequency: Annual This role is also eligible for a bonus and competitive benefits. More information about our employee benefits can be found in the link above. Pay range: $73,600.00 - $138,000.00 Payment frequency: Annual This role is also eligible for a bonus and competitive benefits. More information about our employee benefits can be found in the link above. 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 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. Apply for this position
Associate Manager, Operations Communications Operations UT - Cottonwood Heights Terms and Conditions Apply. SOFI RESERVES THE RIGHT TO MODIFY OR DISCONTINUE PRODUCTS AND BENEFITS AT ANY TIME WITHOUT NOTICE. To qualify, a borrower must be a U.S. citizen or other eligible status and meet SoFi's underwriting requirements. Not all borrowers receive the lowest rate. Lowest rates reserved for the most creditworthy borrowers. If approved, your actual rate will be within the range of rates listed above and will depend on a variety of factors, including term of loan, evaluation of your creditworthiness, years of professional experience, income, and a variety of other factors. Rates and Terms are subject to change at anytime without notice and are subject to state restrictions.
SoFi refinance loans are private loans and do not have the same repayment options that the federal loan program offers, or may become available, such as Income Based Repayment or Income Contingent Repayment or PAYE.
Licensed by the Department of Financial Protection and Innovation under the California Financing Law License No. 6054612. SoFi loans are originated by SoFi Lending Corp. or an affiliate, NMLS # 696891. (
www.nmlsconsumeraccess.org
) ✝︎ To check the rates and terms you qualify for, SoFi conducts a soft credit pull that will not affect your credit score. However, if you choose a product and continue your application, we will request your full credit report from one or more consumer reporting agencies, which is considered a hard credit pull and may affect your credit.
#J-18808-Ljbffr