Associate Manager, Member Advocacy

Description

Position at SoFi
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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. This person will manage a team of 8-10 Member Advocacy Specialists, responsible for handling escalated regulatory and other high-risk complaints. This role is a subject matter expert and will assist with the direction and continuous improvement of the overall Member Advocacy & Complaint Program, ensuring the Member Advocacy Specialists adhere to regulatory laws and banking regulations to accurately resolve complaints.

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 follows proper regulatory laws and banking regulations to ensure complaints are resolved accurately
• Hold team members accountable for performance by defining clear goals, objectives, responsibilities, and priorities
• Identify and escalate issues, proposing solutions to improve processes, systems, and operational efficiency
• Monitor day-to-day activities to ensure compliance with internal policy, legal, and regulatory standards
• Utilize specialized knowledge of functional areas and internal policies to respond to and resolve the most complex situations referred by staff
• Participate in cross-functional projects aimed at mitigating risk to the bank due to inefficiencies, fraud, or non-compliance

What you’ll need:

• Minimum Bachelor’s or Associate Degree or equivalent work experience
• 2+ years of management experience, preferably in escalations or complaint management
• 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 (strongly preferred)
• Experience hiring, training, motivating, monitoring, and coaching teams of customer service and processing employees
• Leadership and management skills, including conflict resolution, development, and problem-solving
• Strong written communication skills for clear, concise communication with associates, customers, and management
• Ability to react quickly to change and implement new processes and procedures
• Ability to work independently with little or no supervision
• Experience in student loan originations, consumer credit, or consumer lending (preferred)
• Financial services-specific customer service experience (preferred)
• Willingness to work some evenings and weekends

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 experience, skills, and location.

Pay range: $99,200.00 – $186,000.00 (Annual)
This role is also eligible for a bonus and competitive benefits. More information about our employee benefits can be found on the Benefits at SoFi page.

Equal Opportunity Employment

SoFi provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, gender identity, national origin, age, disability, marital status, sexual orientation, veteran status, or any other characteristic protected by law.

In line with the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records.

New York applicants: Notice of Employee Rights

SoFi embraces diversity and offers reasonable accommodations to candidates with physical or mental disabilities. If you require accommodations during the job application or interview process, please contact your recruiter or email [email protected].

Due to insurance coverage limitations, remote work from Hawaii or Alaska cannot be accommodated at this time.

Internal Employees

If you are a current employee, please apply through our Internal Job Board in Greenhouse.

Apply for this position