Associate Manager, Specialty Servicing CoE, Tax/PII

The Role:

The Associate Manager, Specialty Servicing CoE will directly manage and support a team of Tax and Personal Identification Information agents who focus on helping members who inquire about tax documents and update personal identifying information.. The Associate Manager is responsible for driving business and process changes to ensure SoFi members and employees have an exceptional experience. 

What you’ll do: 

• Lead: Independently manage a team of Tax and Personal Identification Information agents  ensuring the team is following procedures, providing excellent customer service and processing personal identification member requests that meet SoFi’s standards for quality and member experience. Set and motivate your team to achieve performance goals by defining clear objectives, responsibilities, and priorities

• Learn: Gain a deep understanding of the member experience at every step of the application process. This knowledge will help you support your team as they have questions, come across new trends and learn new areas of lending operations.

• Coach: Develop team members both in tax document inquiries and personal identifying information, through interactions via phone, chat, SMS, and email 

• Improve: Identify opportunities to improve the experience of our members and employees who support our members every day. Reducing friction without compromising quality or introducing risk

• Monitor: Track day-to-day activities of functional areas to ensure compliance to internal policy, legal, and pertinent regulations. Establish, monitor, and maintain internal policies and procedures as well as business continuity plans

• Respond: Identify, escalate issues, and propose recommended solutions regarding potential issues with process, systems, and operations inefficiencies as they happen

• Hire: Hire, train, and coach new a team of Tax and Personal Identification Information agents 

• Grow: Care for your direct reports by forming their broader career goals into realistic, actionable steps that you work together on

• Smile: Challenge the status quo every day with a positive and productive mindset

What you’ll need:

• 1-2 years of experience managing the output and performance of others in a call center environment, preferably within the financial services industry

• 2-3 years of experience in customer service, identifying tax documents and knowledge of personal Identification Information procedures

• Experience training, motivating, monitoring, and supporting teams of customer service agents in a metric-driven environment

• Knowledge of speaking directly with customers on escalated  issues

• Demonstrates excellent written and verbal communication skills 

• Ability to react to change quickly and implement new processes & procedures

• Work independently with little or no supervision

• Ability to analyze data sets, confirm the integrity of the data, and draw conclusions

• Professional demeanor and excellent work habits are essential