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      SoFi

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      SoFi reviews

      Growing Pains & Under-qualified Management - Member Service Representative SoFi Employee Review

      2.0
      1 Jun 2022
      Member service representative
      Recommend
      CEO approval
      Business outlook

      Pros

      - WFH option available. - Equipment is provided to you. - Decent pay but still below living wage. - $120 bi-weekly lunch card that can be used for anything. - Full kitchen available at office. - Benefits are among the best of any job I've had. - This is a job you can do from home while searching for a new, better job. They're understaffed because the turnover rate is so high.

      Cons

      - Training is a mess. After two years of virtual training they still have not figured it out. - Direct supervisors are not qualified or knowledgable enough to answer direct questions regarding the day to day work, instead relying on floor walkers that are outnumbered 20-1. - If you do have a question for a floor walker, because they are outnumbered, you will likely have your member on hold for 4+ minutes at a time, resulting in an irate member. - Upper management is constantly pushing the "Refer The App" promotion which does not work properly. And when that does not work, MSR's that are on the front line take the full blame and frustration from members. However, SoFi's sole focus is gaining as many members as possible, no matter how ineffective the methods are. Not to mention most of the people that take advantage of this promotion are "gamers" and not real people or repeat applicants that abuse the promotion. - Upper management will praise MSR's, but don't forget that their bottom line is their #1 priority. They don't have to speak with irate members, you do.

      avatar
      SoFi Response
      4y
      Hi there - thank you so much for leaving such a comprehensive review of your SoFi experience. While we're happy to hear you enjoyed some of the benefits and flexible work we offer our employees, we are very saddened to hear your time with us did not meet your expectations. We know that building an amazing workplace starts with world-class managers, that's why the #1 priority of our Learning & Development team is manager excellence. We are revamping the program so we can give our managers the tools, resources, and training they need to support their teams - this includes our Associate Managers on the MSR team, too. We have shared your feedback with Operations leadership to ensure they are aware of your feedback. Plus, you may have left before we revamped training for MSRs, which includes additional up-skilling, an updated new hire training, and SOP updates being done by L&D. Additionally, we have added more virtual floorwalkers to support the day-to-day of the MSR team. Wish you the best in your next job. Take care.

      Explore other reviews about SoFi

      2.0
      6 Jun 2026
      Customer service associate
      Recommend
      CEO approval
      Business outlook

      Pros

      You are only required to work from the office 1 day of the week and the rest from home. The Benefit package is great. The company has free snacks, fruits and drinks at the office and it provides the employees with lunch at least once a month while at the office.

      Cons

      You are literately a modern day slave with low pay and a tone of work. After a few months you have to get upskilled (more work) without any additional compensation. You are constantly evaluated: First call resolution is huge, the goal is for the member not to have to call back in at least a week. The company wants the call to last less than 5 minutes (or you get dinged). The company wants the members to respond to the surveys and if they don't it counts against you. if you go on chats, you will have to serve maneuver between two different once at the same time. You ONLY get a 30 minute lunch break and two 15 minute breaks. It is difficult to go to the restroom because while on the phones there is NO actual bathroom disposition and so you will get dinged and if it takes you longer than 5 minutes you get a message from intrudium informing you that you are out of adherence. The technology is the worse I have ever had to work with. It uses a program called Zscaler that is constantly disconnecting and when it does, it interrupts all of the other programs that are required to work with, in which case you have to inform WFM that you are having tech issues either by telephone or by sending a Workflow and hope it gets approved. While in training you are informed that you will only get paid up to 1 hr while having a tech issue. Workflows are huge and used for everything, including if you are suppose to clock out for the day but you are still on a call and it makes you go over 5 minutes (or you get dinged). Putting in for PTO or Sick Time is also not easy either, it's all about the companies needs so, hopefully you will get approved or maybe not. H.R. is only there a bit while you are hired and of course if you are let go but other than that, not sure what they do because there is no real connection.

      avatar
      SoFi Response
      3d
      Hi there, thank you for leaving a review. We're sorry your experience didn't match your expectations and encourage you to reach out to glassdoor@sofi.org to discuss your review in more detail.
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