Description

You will handle complex and escalated issues for SoFi members with empathy and precision, collaborating across internal teams to drive fast resolutions and improve processes. You'll engage with members via phone and email, balancing casework with root-cause analysis.

Requirements

• 2+ years customer service experience in banking, fintech, or financial services
• Demonstrated ability to manage complex, escalated customer situations
• Strong analytical and problem-solving skills with attention to detail
• Excellent verbal and written communication skills
• Must be fingerprinted and cleared by FINRA

Responsibilities

• Investigate escalated inquiries and complaints, validating concerns and driving cases to resolution
• Contact members via phone/email to gather information, clarify issues, or provide updates
• Prepare accurate written responses meeting internal and regulatory standards
• Provide feedback and coaching to teams based on investigation outcomes
• Share trends and recommendations with leadership to support process improvements