Associate Manager, Member Advocacy

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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, 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 comprehensiveand competitivebenefits, 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 [email protected].

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.