Jennifer Carlin

Jennifer Carlin, Associate Manager Member Advocacy at SoFi

Jennifer Carlin is currently an Associate Manager for Member Advocacy at SoFi, a financial services company. She has been in this role since July 2022.1

Prior to her current position, Jennifer held several other roles at SoFi:

• Quality Assurance Specialist (July 2021 - July 2022)1
• Escalations and Complaint Management Analyst (October 2017 - July 2021)1

Some of her key responsibilities and achievements at SoFi include:

• Providing support to the Escalations team as a Subject Matter Expert (SME)
• Developing and implementing training on social media platforms for new agents
• Identifying efficiency opportunities and making recommendations to improve manual processes and reduce headcount needs
• Conducting monthly audits to monitor agent performance and provide coaching
• Researching and responding to escalated issues reported to the CEO's office, regulatory agencies, and legal counsel1

Before joining SoFi, Jennifer worked as a Tier II Technical Support at Verizon Wireless for over 10 years from April 2001 to July 2011.1