Member Service Representative
Cottonwood Heights, UT Cottonwood Heights, UT Full-time Full-time $19.
50 an hour $19.
50 an hour 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.
Estimated Salary: $20 to $28 per hour based on qualifications.
50 an hour $19.
50 an hour 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.
Estimated Salary: $20 to $28 per hour based on qualifications.
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