Member Service Representative

SoFi is a next-generation financial services company and national bank that leverages innovative technology to help members achieve their financial goals. The Member Service Representative will provide best-in-class customer service for SoFi's financial products, responding to inquiries through various communication channels and ensuring member concerns are resolved efficiently. Responsibilities Provide industry-leading customer service that leverages soft skills, balancing being efficient and ultimately leading to First Call Resolution (FCR) Respond to customer inbound inquiries via phone, chat, and email regarding SoFi's banking, investment and credit card products Timely and accurately deliver information to SoFi Members while notating correspondence after each customer contact is handled Take ownership of resolving member inquiries and attempt to foresee causes for additional inquiries Exercise consultative techniques demonstrating advocacy for customers, effective call control, and educating members on various tools/features to help them get their money right Troubleshoot, advocate, and show genuine empathy in conversations to deescalate simple or complex inquiries Meet or exceed specific performance metrics designed to measure the core responsibilities of the role Proactively share insights with management regarding inquiries, concerns, and or complaints to improve our products, operations, and policies Expand the scope of your primary role to support other lines of business based on business needs Receive inbound calls and chats, raise service request tickets, send emails, and perform callbacks to client customers Problem solves and promptly handles escalated issues requiring special handling through coordination with various internal departments to find resolutions to customer queries/issues/concerns Manage customer expectations on timeline and resolution. Find the best solutions to ensure customer requirements are met Proactively follow up on outstanding issues with internal functional areas and with external clients Treat customers in a consistent, courteous, and efficient manner according to quality monitoring guidelines and SoFi Member Experience standards Skills 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, rapidly changing environment Active listening skills to understand customer needs and provide effective solutions Basic computer skills with solid proficiency in Google Suite Empathy and patience in dealing with customer inquiries and concerns Ability to handle high-stress situations and irate customers with professionalism Willingness to learn and stay updated on company policies, products, and services Adaptability to handle a variety of customer queries and requests Time management and organizational skills to handle multiple inquiries simultaneously Ability to work days, evenings, and nights. Operation hours are between Monday- Thursday 8:00 AM - 10:00 PM EST/ Friday 8:00 AM -8:00 PM EST Experience handling high-volume transactions across multiple channels of communication High school diploma or GED required Must successfully pass FINRA fingerprint background check Ability to attend onsite training if required - 6 weeks of training may be in office Ability to work 2 days in office after training is completed Benefits To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page! Company Overview SoFi is a finance company that offers a range of lending and wealth management services. It was founded in 2011, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is Company H1B Sponsorship SoFi has a track record of offering H1B sponsorships, with 213 in 2025, 117 in 2024, 131 in 2023, 118 in 2022, 81 in 2021, 42 in 2020. Please note that this does not guarantee sponsorship for this specific role.