Member Management Lead, SoFi

• 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

Desirable

• 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 Head of Account Management, Credit Card who will be responsible for the management of our customer lifecycle for SoFi’s fast growing Credit Card business
• 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