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Work Background
SoFiPayroll Processor 3
Mar. 2024• Maintaining payroll information by collating, calculating and entering data
• Updating payroll records by entering any changes to employee information or benefits such as job title, exemptions and saving deductions.
• Resolving payroll discrepancies and answering any employee payroll queries
• Maintaining all payroll operations according to company policies and procedures
• Processing and issuing W-2 forms to employees
• Preparing reports that include summaries of earnings, tax deductions, leave, etc.
• Manage timecard and time off requests.
• Process manual checks as needed for terminations, bonuses, lost checks.
• Prepare and process US bi-weekly payroll processing cycle using ADP Workforce now for exempt and non-exempt employees.
SoFiPayroll Processor 2
Sep. 2022 - Mar. 2024Maintaining payroll information by collating, calculating and entering data
• Updating payroll records by entering any changes to employee information or benefits such as job title, exemptions and saving deductions.
• Resolving payroll discrepancies and answering any employee payroll queries
• Maintaining all payroll operations according to company policies and procedures
• Processing and issuing W-2 forms to employees
• Preparing reports that include summaries of earnings, tax deductions, leave, etc.
• Manage timecard and time off requests.
• Process manual checks as needed for terminations, bonuses, lost checks.
• Prepare and process US bi-weekly payroll processing cycle using ADP Workforce now for exempt and non-exempt employees.
SoFiSenior Member Service Associate
Mar. 2022 - Sep. 2022Jacksonville, Florida, United States•Continued to be in a Learning Specialist Role, as well as a SME(Subject matter expert)
•Continued to Floor Walk to answer any questions Agents on the floor may have •Influential in delivering data driven information via operating the Net Promoter Score (NPS) project which helps the organization improve the customer experience
• Deliver timely, accurate, and actionable info to SoFi teams as appropriate which in turn allows Business Units to meet key objectives
• Selected to assist with multiple high-level projects which helps organization identify problematic areas in processes or procedures
SoFiMember Services Associate 3
Sep. 2021 - Mar. 2022Jacksonville, Florida, United States• Stepped into a Learning Specialist Role, to train New Hire Agents • Influential in training our BPO New Hire Class by traveling to Guatemala City, Guatemala
• Deliver timely, accurate, and actionable info to SoFi teams as appropriate which in turn allows Business Units to meet key objectives
• Selected to assist with multiple high-level projects which helps organization identify problematic areas in processes or procedures
SoFiMember Services Representative
Feb. 2021 - Sep. 2021Jacksonville, Florida, United States• Respond and address inbound inquiries via chat, phone, and email
• Influential in delivering data driven information via operating the Net Promoter Score (NPS) project which helps the organization improve the customer experience
• Research and resolve errors or inquiries related to transactions (i.e., debit card transactions, ACH, billing, and more)
• Service multiple Samsung Money by SoFi, SoFi Money, SoFi Invest, & SoFi Credit Card to help customers reach financial goals
• Exercise call control to drive down handle time reflecting proven ability to take ownership of all interactions
• Stellar in First Call Resolution (FCR) thus improving overall customer experience
• Record and document all communication to meet regulatory guidelines
• Deliver timely, accurate, and actionable info to SoFi teams as appropriate which in turn allows Business Units to meet key objectives
• Request & secure required documents
• Consistently overcome objections, deescalate inquires, by utilizing efficient communication (soft) skills
• Selected to assist with multiple high-level projects which helps organization identify problematic areas in processes or procedures
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