Associate Manager, SCRA

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Who we are:

Shape a brighter financial future with us.

Together with our members, we’re changing the way people think about and interact with personal finance.

We’re a next-generation fintech company using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world.

The role

SoFi is seeking an experienced Associate Manager of SCRA Operations to lead our SoFi cross product military benefits operations.  We are looking for leaders who are passionate about process improvements and building organizations from the ground up. Are you craving an opportunity to work for a fast-paced startup that is poised to change the banking world? 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.

What you’ll do:

• Build a cross product process to review and apply SCRA benefits for eligible servicemembers. 

• Independently manage a team of associates focused on determining SCRA eligibility within state and federal guidelines

• Review and respond to complex customer inquiries for military service members and dependents related to the SCRA regulation, Bank policies and related customer service requests

• Oversee the review, research and processing of members requesting SCRA benefits 

• Master all tasks associates are required to perform

• Hire, train, motivate, monitor, and coach new associates as the department grows

• Foster an environment focused on finding solutions for pain points and on creating innovative differentiators

• Ensure that the team is following procedures and providing first-rate customer service

• Hold team members accountable for performance by defining clear goals, objectives, responsibilities, and priorities

• Identify, escalate issues and propose recommended solutions regarding potential issues with the process, systems, and operations inefficiencies, to their direct manager with the goal of contributing to operational success

• Monitors the day-to-day activities of functional areas to ensure compliance with internal policy, legal and pertinent regulations. Establishes, monitors, and maintains internal policies and procedures as well as business continuity plans

• Utilizes experience and specialized knowledge of specific functional areas and internal policies and procedures to respond to and make appropriate decisions to resolve the most complex situations referred by staff. 

• Participates in cross-functional projects designed to mitigate risk to the bank due to inefficiencies, fraud, or lack of compliance. Participates in special projects as requested

What you’ll need:

• Minimum Bachelor’s Degree or Associate’s Degree

• Strong familiarity with military language, orders, and forms as they pertain to SCRA eligibility

• 3+ years of management experience in contact center or back office operations leading a team of non-exempt employees 

• 5+ years general customer service or back office processing experience in financial services

• Experience leading cross functional projects where multiple key stakeholders are involved.

• Experience hiring, training, motivating, monitoring, and coaching teams of processing employees

• Demonstrated  experience with leadership and management skills that are required to lead a team of associates

• Clear written communication skills are required to answer questions and communicate issues clearly & concisely to associates, customers, as well as 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

Nice to have:

Fintech experience building new operational processes

SCRA experience and knowledge of SCRA Rules and Regulations

Compensation and Benefits The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location.    To view all of our comprehensive a