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