Summary
Overview
Work History
Education
Skills
Timeline
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Taylor Kirk

Jacksonville,FL

Summary

Opportunities Resolution Specialist at SoFi, with expertise in complaint resolution and customer communication. Interim manager and onboarding specialist for OMS. Led learning and training initiatives that reduced AHT, and improved SLAs. I have a strong desire to be in the complaints department to advocate for members and drive continuous improvement across processes.

Overview

11
11
years of professional experience

Work History

Opportunities Resolution Specialist

SoFi
Jacksonville, FL
08.2024 - Current
  • Floor Support for the Opportunities Resolution Team. Handled over 900 Complaints
  • Assist with building and addressing processes
  • Complete quality analysis on complaint submissions
  • Investigate escalated inquiries/complaints to determine their validity, track outcomes, and provide solutions to complete resolution and work autonomously and make decisions to ensure proper complaint handling and risk management
  • Contact SoFi members via phone and/or email for further information or follow-up related to an inquiry or complaint
  • Manage multiple issues/cases simultaneously and prepares high-quality, accurate written responses to address inquiries/complaints in compliance with internal and external guidelines
  • Provides direct feedback and coaching opportunities to appropriate parties as required based on the outcome of the investigation
  • Provides periodic updates to departmental management on outcomes of various complaints handling, including improvement opportunities and improvement requests for improving the member experience
  • Expand training opportunities and resources based on trends identified over time and maintain personal and team accountability for productivity and efficiency
  • Identify opportunities for continuous improvement across people, processes, and technology.
  • Answers complex member inquiries that are beyond the scope of responsibility of the frontline agent teams
  • Triage customer escalations and escalate to the Business units for response and resolution as needed
  • Perform a history check on previously submitted complaints by members to ensure that the customer is receiving an appropriate closing response
  • Analyze the high-risk complaints to determine the most appropriate course of action to ensure compliance with all applicable SoFi policies.
  • Advocate for SoFi Members.

OMS/Onboarding/Interim Manger/Escalations Manager

SoFi
Jacksonville, FL
03.2022 - 08.2024
  • 100% QA Average NPS “Excellent” averaged on 195 client surveys
  • Consistently ranked as a “5” in performance for 2023 and 2024
  • Onboarded 44 agents at TTEC in the Philippines. Coached and managed our BPO through ramp-up.
  • Developed and led trainings, leading to a 20 AHT decrease department-wide to meet SLA goals
  • Assisted and supported new-hire classes in Utah and Jacksonville as OMS SME
  • Consistently work across departments to improve customer experience.
  • Consistently handle escalated interactions and provide resolutions and feedback.
  • Acted as interim Manager for the Jacksonville OMS team.
  • Assisted in completing department-wide Standard Operating Procedures (SOP) updates.
  • Completed cross-training for sales and review.
  • Prepared and reviewed applications pursuant to credit policies and procedures- including analyzing credit reports, analyzing income from various sources excluding self-employment and verifying documents provided by applicants.
  • Provided cross-communications for banking, funding, review, and workforce.
  • Handle escalated communications and resolutions on behalf of the CEO.
  • Handle application support for members, queues, completing and coaching to quality assurance, and reporting metrics and data.
  • Coordinated with cross-functional teams to resolve escalated issues quickly and efficiently.
  • Trained staff on best practices for handling customer inquiries and escalating them appropriately.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.

Loan Officer Assistant

Plaza Home Mortgage
Jacksonville, FL
06.2021 - 02.2022
  • Responsible for performing tasks related to pipeline management and outbound phone campaigns.
  • Generated initial interest in loan products, resulting in over 500 leads.
  • Assisted the loan officers with the pre-qualifying process and obtaining documents related to underwriting requests.
  • Reviewed and analyzed documentation to assist with tasks in the pipeline.
  • Routinely followed up with borrowers to ensure excellent customer service through the whole process while ensuring loan meets submission standards.

Educator

Palm Beach and Volusia County Schools
, FL
07.2014 - 06.2021
  • Classroom management, planning and implementation. Daily interaction and accommodation for GE, ESE and ELL students.
  • Maintained accurate and up-to-date grade books reflective of student progress.
  • Participated in ongoing trainings to learn and utilize new lessons, classroom management styles, and study different teaching methodologies to help differentiate instruction in the classroom.
  • Developed and implemented curricula.
  • Observed and evaluated student performance daily. Create engaging material and instructional resources for use in the classroom.
  • Manage student goals, strengths, weaknesses, improvement, and documentation.
  • Educator of the Year Award Recognition.
  • Provided appropriate feedback on work, behavior, and attitude towards learning.
  • Create a safe, comfortable learning environment for students by establishing positive relationships with them.
  • Collaborated with colleagues to share best practices in teaching methods.
  • Assessed student progress and provided feedback on a regular basis.
  • Encouraged critical thinking skills among students through problem-solving activities.
  • Established expectations for student behavior while maintaining an atmosphere of mutual respect.
  • Conveyed and utilized strong communication and interpersonal skills to establish positive rapport with students, parents and fellow educators.

Education

Master Processing - Certification Certified for DU- LP Certified for TRID Compliance

NAAMP
01.2021

BFA -

CCAD
Columbus, OH
01.2014

License - MLO License Number- LO79257

NMLS

Skills

  • Tableau proficiency
  • Banking and lending trained
  • Review and quality analysis
  • Learning and development trained
  • Complaint resolution
  • Customer communication
  • Training development
  • Escalation management
  • Team leadership
  • Member advocacy

Timeline

Opportunities Resolution Specialist

SoFi
08.2024 - Current

OMS/Onboarding/Interim Manger/Escalations Manager

SoFi
03.2022 - 08.2024

Loan Officer Assistant

Plaza Home Mortgage
06.2021 - 02.2022

Educator

Palm Beach and Volusia County Schools
07.2014 - 06.2021

Master Processing - Certification Certified for DU- LP Certified for TRID Compliance

NAAMP

BFA -

CCAD

License - MLO License Number- LO79257

NMLS

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