Senior Manager, Opportunities Resolution

The role:

The Senior Manager of our Opportunities Resolution Team (ORT) is a critical leader to the team that builds, maintains, and amends SoFi's relationships with our members, potential members, and third parties. As the manager of this team, you will lead the end-to-end ORT process embedded within the Operations Complaint Management program.  You will serve as a key contact for our agents handling escalated concerns,  driving solutions, and leading initiatives that assist our members and enhance all aspects of SoFi. The Opportunities Resolution Manager directly supports the ORT associate managers and agents, navigating resolution with different departments within SoFi to help prevent and resolve member concerns via phone, email, and other mediums, such as our social media platform. 

Throughout your day, you will oversee and provide direction, mentorship, and coaching for handling member communication, complaint resolution,  multifaceted tasks, and special projects.  In this role, you will be required to work quickly, independently, and creatively helping your team to analyze situations to determine the best course of action to resolve the issue they are presented with. In this role, you will enable your team's success by building relationships with cross-functional teams to enhance the overall member experience and by leading the partnership with others to run after problems together to identify process improvements. 

What you’ll do: 

• Execute multiple small projects and large pivotal initiatives, often simultaneously, that result from the ORT outcomes or the Complaint Management program
• Become an expert in all tasks your associates are required to perform, leading with a founder mentality
• Establish processes and procedures that ensure the team provides world-class customer service and accurate written responses, driven by a member advocacy mindset, to address complaints in compliance with internal and external guidelines.
• Ensure the team has the best tools and resources to perform effectively daily.
• Implement processes and procedures to increase efficiency and reduce errors where appropriate.  Additionally,  coordinate the delivery of direct feedback and coaching opportunities to appropriate parties and management teams.
• Partner with leadership to share insights and problem-solve inter-departmental tasks and projects.
• Build a robust member-focused culture, passionately contributing to reducing complaints and a member experience that continues to drive loyalty to SoFi.
• Perform regular analysis of complaint trends, identifying change opportunities to improve Member Experience while partnering with our Root Cause Analysis and Member Journey team.
• Provide daily reporting updates to departmental management and Sr leaders on outcomes of various complaints handling, including improvement opportunities and improvement requests to enable the best possible member experience
• Expand training opportunities and resources based on trends identified over time
• Answer complex member inquiries beyond the scope of responsibility of the frontline agent teams.  Be prepared to handle and manage member escalations as a result of their complaint - this could be in writing or verbally
• May perform other duties as required

What you’ll need:

• Experience in the build and establishment of new teams and functions
• 3+ years of management experience
• 5+ years of general customer service experience
• Complaints or escalation management experience required
• Proven track record of successful hiring, training, motivating, monitoring, and coaching teams of escalations and complaints management employees
• Experience working within a multiple-product financial services environment (i.e., lending, deposits, credit cards, etc) 
• Excellent time and project management skills with the ability to build strong cross-functional relationships and work collaboratively
• Strong relationship-building and management skills 
• Ability to work within all levels of an organization to influence change and prioritization of critical work
• Excellent time and project management skills with the ability to build strong cross-functional relationships and work collaboratively
• Ability to work effectively across all levels
• Incredible problem solver and communicator

Nice to have:

• Bachelor or Associate Degree in a related field