As a Financial Advisor, you'll become part of a new kind of finance company whose ambition is to help our members achieve financial independence and reach their goals. We aim to be at the center of our members' financial lives, and to help every member get their money right. We created student loan refinancing, addressing the biggest financial challenge of a new generation through a modern approach to lending and personal finance. Next we expanded our products and services across loans, wealth management, and insurance. We are a modern take on a checking or savings account--is our newest innovation and disruption to the financial services industry. . In this role, you will be responsible for providing best in class service by responding to inbound inquiries concerning debit card transactions, products, services, disputes, fees, billing errors, payments, or any other requests related to the our products; provide Operations support to the Product team; and act as a rapid response unit for special projects as assigned. Additionally, when available and as needed, the Financial Advisor will support other Customer Service Representative teams as well as Reviewer teams.
Experience:
- 6 months of banking experience preferred. Call center, collections, or financial experience acceptable.
Principal Duties and Responsibilities:
- Respond to customer inbound inquiries via phone, chat, and email regarding the our products
- Exercise consultative sales techniques demonstrating strong call control
- Provide world class customer service through First Call Resolution
- Document every correspondence with applicants and borrowers clearly and concisely
- Request and secure required documentation according to documented company procedures
- Participate in outbound Marketing Campaigns
- Perform audits to ensure data provided by applicants at submission is accurate and the request meets SOFI specifications pursuant to SOPs
- Deliver timely, accurate and actionable information as appropriate
- Improve upon and refine sales and customer service knowledge and techniques through ongoing training
- Strong ability to overcome objections, deescalate inquiries and be genuinely empathetic in conversation with Members
- Take ownership of resolving member inquiries and attempt to foresee causes of additional inquiries
- Share insights with management regarding the root causes of Member inquiries, concerns and complaints, advocating on our members' behalf to improve our products, operations and policies
Education & Professional Certifications:
- High school diploma. GED or equivalency is acceptable.
Assessments
- Typing General [1 Minute Onscreen] 36 wpm or higher
Environment, Physical & Other Requirements:
- Ability to perform light hand activity work at a computer/telephone station in an office environment. Position is primarily sedentary. May stretch or stand at workstation for short periods at employee's option, as long as such activity does not detract from the employee's work, or interfere with other employees.
Salary
Production Scheduling Process
- Candidates must be available to work any 8 hour shift within the hours of operation. Specific schedules will be given to the candidates by Operations once they graduate training. Employee Referral Information Background Check Process - SSN Trace - Criminal Felony & Misdemeanor - 7 years - Unlimited # of countries as revealed by SSN Trace and Premium AKA Names - Widescreen Plus National Criminal Search - Employer Verification - FINRA / Fingerprint