Employee Applicant Privacy Notice 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 financial services company and national bank 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 The Associate Manager, Opportunities Resolution, manages, coaches, and develops a team of Opportunities Resolution Specialists who resolve escalated inquiries and complaints. In addition to supervising, this role will help identify and implement solutions to enhance our SoFi member's experience, improve our employee experience within the ORT team, and help our Resolution Specialists develop and grow. What you’ll do: Independently manage a team of Opportunities Resolution Specialists, monitoring their workload to ensure the appropriate allocation of resources is in place to resolve escalated complaints and inquiries. Hire, train, motivate, monitor, and coach new Resolution Specialists and serve as a subject matter expert to resolve complex escalated complaints and inquiries as needed. Ensure that the team follows compliance procedures while providing first-rate customer service. Establish, monitor, and maintain internal policies and procedures, as well as business continuity plans. Foster an environment focused on identifying issues, providing solutions, and driving innovation to enhance the complaint program. Hold team members accountable for performance by defining clear goals, objectives, responsibilities, and priorities. Identify and escalate issues and propose recommended