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Innovation Endeavors

Senior Manager, Collections



cottonwood heights, ut, usa
Posted on Friday, January 26, 2024

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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

This is an exciting opportunity to join a growing Collections Center of Excellence (CCoE) team that is building for the future. The Senior Manager Collections role will lead our Credit Card Collections team and also be responsible for a variety of administrative activities in support of the overall Collections Service Delivery team. This role focuses on delivering and improving performance results and operating efficiency while delivering an outstanding member experience. The role will have responsibility to monitor key performance indicators, identify opportunities to improve performance, and execute effective change management to drive the business to successful outcomes. The Senior Manager Collections will bring strong leadership experience, new ways of thinking, and a demonstrated ability to organize and execute on numerous work efforts to ensure seamless change management execution for the Collections Service Delivery team.

What you’ll do:

  • Continuously strive to establish and maintain a culture of high performance and high engagement for the Credit Card Collections team and Collections Service Delivery team.

  • Ensure appropriate processes and routines are in place to hire, train, motivate, and develop agents and associate managers as part of developing a high performance and high engagement culture..

  • Oversee all aspects of the pre-charge collections efforts on the Credit Card portfolio.

  • Monitor daily KPI’s and agent performance to ensure that key targets are met.

  • Partner with workforce management to ensure staffing and coverage is properly aligned with required collection efforts.

  • Serve as a second-level for escalated customer issues and questions.

  • Handle special borrower circumstances and problems as they arise.

  • Ensure proper process and controls are in place and executed to minimize risks to SoFi.

  • Lead the Credit Card Collections and Collections Service Delivery team through necessary change management routines to make certain appropriate communication is received and proper procedures are followed.

  • Act as a primary point of contact for administrative activities for the entire Collections Service Delivery team including: Issue Management, work effort & project coordination, operational change management, report development with analytics team, monitoring of reporting and trends.

  • Strong relationship management and partnership skills.

What you’ll need:

  • 6+ years of Collections management experience

  • 3+ years experience managing managers.

  • Demonstrable experience hiring, training, motivating, monitoring, and coaching employees

  • Strong supervisory and management skills

  • Strong written communication skills, ability to communicate effectively across all levels of the organization and with SoFi members.

  • Ability to react to change quickly and implement new processes & procedures with proper change management protocols.

  • Professional demeanor and excellent time management skills

  • Ability to collaborate well with teammates and business partners and influence business decisions

  • High motivation to drive change, eager to learn, and able to work collaboratively in a complex and fluid environment

  • Excellent communications skills

Nice to have:

  • 6+ years of experience servicing or collecting on credit card product

  • 3+ years managing managers in the Financial services industry

  • FISERV administrative experience.

  • Experience with Genesys Cloud and Calabrio

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 and competitive benefits, visit our Benefits at SoFi page!
SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.
The Company hires the best qualified candidate for the job, without regard to protected characteristics.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
New York applicants: Notice of Employee Rights
Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.
Internal Employees
If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.