Member Service Representative

About This Role

Key ResponsibilitiesAI-extracted

• 1
  Respond to customer inbound inquiries via phone, chat, and email regarding SoFi's banking, investment, and credit card products
• 2
  Provide industry-leading customer service, leveraging soft skills to achieve First Call Resolution (FCR)
• 3
  Take ownership of resolving member inquiries and attempt to foresee causes for additional inquiries
• 4
  Troubleshoot, advocate, and show genuine empathy in conversations to deescalate simple or complex inquiries
• 5
  Meet or exceed specific performance metrics designed to measure the core responsibilities of the role
• 6
  Proactively share insights with management regarding inquiries, concerns, and complaints to improve products, operations, and policies

RequirementsAI-extracted

• Previous customer service experience, preferably in a similar industry or Call Center environment
• Strong verbal and written communication skills
• Experience with providing world-class customer service and meeting critical deadlines in a dynamic environment
• Active listening skills to understand customer needs and provide effective solutions
• Basic computer skills with solid proficiency in Google Suite
• Ability to handle high-stress situations and irate customers with professionalism

Perks & BenefitsAI-extracted