Associate Manager, Specialty Servicing CoE, Tax/PII

at SoFi

FL - Jacksonville, UT - Cottonwood Heights

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.

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 fintech company 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, Specialty Servicing CoE will directly manage and support a team of Tax and Personal Identification Information agents who focus on helping members who inquire about tax documents and update personal identifying information.. The Associate Manager is responsible for driving business and process changes to ensure SoFi members and employees have an exceptional experience.

What you’ll do:

Lead: Independently manage a team of Tax and Personal Identification Information agents ensuring the team is following procedures, providing excellent customer service and processing personal identification member requests that meet SoFi’s standards for quality and member experience. Set and motivate your team to achieve performance goals by defining clear objectives, responsibilities, and priorities
Learn: Gain a deep understanding of the member experience at every step of the application process. This knowledge will help you support your team as they have questions, come across new trends and learn new areas of lending operations.
Coach: Develop team members both in tax document inquiries and personal identifying information, through interactions via phone, chat, SMS, and email
Improve: Identify opportunities to improve the experience of our members and employees who support our members every day. Reducing friction without compromising quality or introducing risk
Monitor: Track day-to-day activities of functional areas to ensure compliance to internal policy, legal, and pertinent regulations. Establish, monitor, and maintain internal policies and procedures as well as business continuity plans
Respond: Identify, escalate issues, and propose recommended solutions regarding potential issues with process, systems, and operations inefficiencies as they happen
Hire: Hire, train, and coach new a team of Tax and Personal Identification Information agents
Grow: Care for your direct reports by forming their broader career goals into realistic, actionable steps that you work together on
Smile: Challenge the status quo every day with a positive and productive mindset

What you’ll need:

1-2 years of experience managing the output and performance of others in a call center environment, preferably within the financial services industry
2-3 years of experience in customer service, identifying tax documents and knowledge of personal Identification Information procedures
Experience training, motivating, monitoring, and supporting teams of customer service agents in a metric-driven environment
Knowledge of speaking directly with customers on escalated issues
Demonstrates excellent written and verbal communication skills
Ability to react to change quickly and implement new processes & procedures
Work independently with little or no supervision
Ability to analyze data sets, confirm the integrity of the data, and draw conclusions
Professional demeanor and excellent work habits are essential

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!

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 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.