Job Detail

Manager, Operations Communications at SoFi
Claymont, DE, US
Description
SoFi is seeking an experienced Managers, Operations Communications to assist in opening our newest office in Claymont Delaware! We are very excited about our growth and we are looking for leaders who are passionate about customer service and have the skills and experience to lead a team to deliver outstanding results. Are you craving an opportunity to work for a fast-paced startup that is poised to change the banking world? Do you embrace hard work and a collegiate culture, and want to be paid well for delivering outstanding results? Are you a leader who has a clear direction and the capacity to influence his or her team to work toward the realization of a vision? If so, we want to talk to you.

You will manage a team of 3-4 associate managers, with responsibility for coaching and developing teams to deliver excellent member experiences while facilitating loan closure. You’ll get the perks of a start-up – free lunch, stock options, generous time off – while working in a well-funded, profitable and disruptive financial services company.

By joining SoFi, you're joining a new kind of finance company based around speed, transparency, and alignment with our members’ interests. Our goal is to be the center of our members’ financial lives. We created student loan refinancing, addressing the biggest financial challenge this new generation has through a new approach to lending. We expanded into other types of loans, and then into insurance and wealth management with similarly inventive products. As the company has grown, we’ve been able to help more people with these tools.

SoFi has achieved significant growth, with big plans ahead. In just the last year, we've more than doubled our member base (260,000 strong), doubled loan volume ($8 billion in 2016), and grown our team from under 200 people to more than 1200. We're preparing to go global, with expansion to Australia and Canada planned this year. And we're well capitalized to power all this growth, having raised $1.9 billion in equity backing. But we'll only be able to continue this growth with great talent, and that includes you.

SoFi’s Operations Manager will be required to:

Independently manage teams of 3-4 associate managers and their 10-15 representatives.
Master all tasks associates are required to perform.
Hire, train, motivate, monitor and coach new associates and associate managers
Serve as a third tier for escalated customer issues and questions
Handle special borrower circumstances and problems as they arise
Ensure that the team is following procedures and providing first-rate customer service and meeting minimum expectations while striving for excellence
Implement processes and procedures to increase efficiency and reduce errors
Manage projects which improve policy, process, reporting or system requests for increased efficiency and improved member experiences
Performance manage all associate managers and ensure consistent performance management of team members through scorecard metrics and policies
Validate information dissemination for process and policy congruency
Liase with business partners on behalf of members, associates and the company
Qualification & Requirements:

Minimum Bachelors degree
3+ years of management experience
5+ years general customer service experience
Call center or processing center management experience strongly preferred
Some project management experience
Experience hiring, training, motivating, monitoring and coaching teams of customer service employees, as well as, supervisory staff
Minimum Knowledge, Skills, and Abilities:

Strong management skills are required to manage the team of associates and associate managers
Strong written communication skills are required to answer questions and communicate issues clearly & concisely to associates, customers as well as upper management
Ability to react to change quickly and implement new processes & procedures
Ability to work independently with little or no supervision
Professional demeanor and excellent work habits are essential
Student loan originations, consumer credit or consumer lending experience preferred
Financial services specific customer service experience preferred
Some evenings and weekend days will be required
Benefits

Catered lunches, a fully stocked kitchen, and subsidized gym membership.
Competitive salary packages, bonuses, and stock options.
A flexible vacation policy allows you to truly relax and reboot.
Comprehensive health, vision, dental, and life insurance as well as disability benefits.
100% of health, vision, and dental premiums paid by SoFI for employees and their dependents.
401(k) and education on retirement planning.
Tuition reimbursement on approved programs, up to $5,250 a year.
Monthly contribution to help you pay off your student loans.