Associate Manager, Opportunities Resolution

SoFi•Jacksonville, FL

16h•Remote

About The Position

The Associate Manager, Opportunities Resolution, manages, coaches, and develops a team of Opportunities Resolution Specialists who resolve escalated inquiries and complaints. In addition to supervising, this role will help identify and implement solutions to enhance our SoFi member's experience, improve our employee experience within the ORT team, and help our Resolution Specialists develop and grow.

Requirements

2+ years of supervisory or management role in a customer service or call center environment
Minimum of 5 years of general customer service experience, preferably with escalation or complaint resolution experience at a bank or financial institution
Proficient knowledge of bank products and services such as credit and debit cards
Exceptional time management skills with the proven ability to manage multiple priorities and work in a fast-paced environment
Excellent written and verbal communication skills are required to answer questions and communicate issues clearly & concisely to internal and external stakeholders.
Ability to react to change quickly and implement new processes & procedures
Work independently with little or no supervision
Professional demeanor and excellent work habits are essential
Demonstrated ability to mentor, coach, and develop others
Available for all operating hours, including evenings and weekends

Nice To Haves

Associate's Degree preferred but not required
Loan processing, student loan originations, consumer credit, or consumer lending experience
Knowledge of banking regulations, laws, and regulatory requirements, with a focus on regulatory complaint resolution
Experiencing managing complaints in the financial services industry

Responsibilities

Independently manage a team of Opportunities Resolution Specialists, monitoring their workload to ensure the appropriate allocation of resources is in place to resolve escalated complaints and inquiries.
Hire, train, motivate, monitor, and coach new Resolution Specialists and serve as a subject matter expert to resolve complex escalated complaints and inquiries as needed.
Ensure that the team follows compliance procedures while providing first-rate customer service. Establish, monitor, and maintain internal policies and procedures, as well as business continuity plans.
Foster an environment focused on identifying issues, providing solutions, and driving innovation to enhance the complaint program.
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.
Participate in cross-functional projects designed to mitigate the bank's risk due to inefficiencies, fraud, or lack of compliance.
Participate in special projects as requested.