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      SoFi

      Engaged Employer

      SoFi reviews

      MSR ll Review - Member Service Representative II SoFi Employee Review

      4.0
      Jul 16, 2024
      Member service representative ii
      Recommend
      CEO approval
      Business Outlook

      Pros

      The office Snacks are well stocked and similar to a free mini gas station. The culture is great and the work environment is relaxed.

      Cons

      The pay is mid, and there is little room for growth. Leadership seems to intentionally hire people a few weeks after reviews, to make them ineligible for a 6-month promotion so that when the end-of-year review comes, you don't qualify for eligibility to be reviewed. By the time that you are first eligible to get your review for a raise or promotion, you will have already been employed for nearly 1 year and they will make you choose between a promotion or an annual performance raise because they don't do both.

      avatar
      SoFi Response
      1y
      First and foremost, thank you for the 4 years you dedicated to working at SoFi. We appreciate you sharing such candid feedback. We've intentionally built a people-first culture, so we're happy to hear you feel the love and enjoy working in the office. We are also committed to ensuring promotions are conducted in a fair and equitable way. We have a semi-annual performance check-in program to award merit increases and promotions. The program is rooted in our leveling guide, which each employee is evaluated against. 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 and evaluated against. 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 have any concerns about the process, we highly recommend you reach out to your People Business Partner (PBP) or your manager - who are here to support your career journey. You can also email us at glassdoor@sofi.org. Thanks for being on this journey with us! Take care.

      Explore other reviews about SoFi

      5.0
      Jun 30, 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
      Jun 6, 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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