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Senior Manager, Escalations
SoFi
Cottonwood Heights, FL
Category
Risk and Compliance
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Job Description
SoFi is seeking a Senior Manager, Escalations to lead its operations escalations team. This role involves resolving complex member concerns, improving operational processes, ensuring a positive member experience, and advocating for employee development. The position requires strong collaboration and influence across product, operations, and engineering teams.
Requirements
Oversee all communications related to escalated member contacts and social media.
Ensure the Escalations Team delivers exceptional support across SoFi's products and member service lines.
Leverage member feedback to identify and implement improvements.
Perform ongoing analysis of escalation trends to uncover root causes.
Collaborate with stakeholders to enhance escalation processes and compliance.
Lead projects and mentorship of Escalations Associates Managers.
Benefits
Comprehensive benefits package
Equal employment opportunities
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