Description
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:
SoFi’s Card business aims to offer competitive and differentiated credit cards to existing members and
to consumers in the open market. We are looking for a Lead, Member Management who will be
responsible for the management of our customer lifecycle for SoFi’s fast growing Credit Card business.
What you’ll do:
- Own cardholder on-boarding, engagement and value management across the full credit card
member lifecycle - Manage existing cardholder portfolio covering spend engagement, balance stimulation, and
good payment behaviors - Working with cross-functional partners, own existing product experience and benefits. Own NPS
score and experience improvements. - Drive customer engagement strategies including early stage engagement, balance transfers,
spend programs, and retention - Work closely with risk partners to best manage credit behavior and limit credit losses. Work in
partnership with Operations to manage cost-to-serve - Work closely with product design and engineering to develop new functionalities, improve
member servicing journeys on the app and web
What you’ll need:
- 10+ years experience preferred
- Well developed problem solving and analytical skills
- People centric leader with proven experience managing direct reports
- Strong communication skills
- Credit Card customer management experience
- Sound understanding of credit card economics and credit risk dynamics
- Quantitative undergraduate degree
- Proficiency in SQL/Python
Nice to have:
- Prior P&L management experience