Associate Manager, Member Advocacy

The role

The Associate Manager, Member Advocacy will report directly to the Director, Member Advocacy & Complaint Experience, and will be responsible for managing a team of 8-10 Member Advocacy Specialists, with responsibility for handling escalated regulatory and other high-risk complaints.

This role will be a subject matter expert subject matter and assist with the direction, and continuous improvement of the overall Member Advocacy & Complaint Program while ensuring the Member Advocacy Specialists are following the proper regulatory laws and banking regulations to ensure the complaints are closed accurately.

What you’ll do :

• Independently manage teams of 8-10 Member Advocacy Specialists
• Hire, motivate, monitor, and coach new and existing Member Advocacy Specialists
• Foster an environment focused on member advocacy and continuous improvement by identifying and mitigating potential compliance and risk issues
• Provide effective oversight of the complaint management program collaborating with cross-functional teams internally and externally
• Ensure that the team is following the proper regulatory laws and banking regulations to ensure the complaints are closed accurately
• 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
• 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.

What you’ll need :

• Minimum Bachelor or Associate Degree or equivalent work experience
• 2+ years of management experience, preferably in an escalations or complaint management environment
• 5+ years of general customer service experience, escalations experience preferred
• 2+ 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
• 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

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 : $99,200.00 - $186,000.00

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.