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      SoFi

      Engaged employer

      SoFi reviews

      Do not Recommend - Member Service Representative SoFi Employee Review

      1.0
      21 Jun 2023
      Member service representative
      Recommend
      CEO approval
      Business outlook

      Pros

      Fantastic benefits and team members, the interpersonal connections you get with your team is fantastic

      Cons

      Favouritism from higherups, Goal posts for promised promotions are always being moved, Higherups only care about the bottom line and do not seem to connect with or understand the people who have to take phone calls and it results in metrics and policies that make things harder for both workers and members of the bank's services If you were promised a promotion or new position, you better work to get it asap because they will move goalposts, they will find excuses to leave you in your current role if you are a good worker (because why wouldn't they want good workers on the phones constantly) and you will see them promoting people who are underqualified for the same exact position you were working on. It may seem petty - but it can be really frustrating when they always talk about how they want you to grow with the company, and get off member interactions - but yet seem more than happy to leave you on those interactions for far longer than was promised if you wanted to move up.

      avatar
      SoFi Response
      3y
      Hi there - thanks for taking the time to leave such a candid review. We're extremely disappointed to hear your time working at SoFi didn't meet your expectations - your comments aren't indicative of the culture and work environment we are committed to building. We know that building an awesome culture starts with having excellent leaders, and we are continuing to iterate on our manager programs so they have the tools and resources to best support their teams. We are also committed to ensuring promotions are conducted in a fair and equitable way. Our promotions process is rooted in our leveling guide, which each employee is evaluated against. Lastly, we aim to create a consistently positive member experience with every interaction, and in order to do so, we set very specific metrics - all employees are provided metrics and evaluated against them on an ongoing basis, with a formal review each quarter. Every employee is held to the same set of metrics and we strive to give everyone the training and tools they need to meet and exceed expectations. If you'd like to continue this conversation, you can reach out to me at glassdoor@sofi.org. Take care and best of luck in your next role.

      Explore other reviews about SoFi

      5.0
      30 Jun 2026
      Director
      Recommend
      CEO approval
      Business outlook

      Pros

      Great CEO, good growth opportunities and interesting work. Have worked at a lot of finance/fintechs, SoFi is the best by a long shot.

      Cons

      Benefits could be better, less competitive than other fintechs

      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
      1w
      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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