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Who we are:
Shape a brighter financial future with us.
Together with our members, we’re changing the way people think about and interact with personal finance.
We’re a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world.
The role:
We are seeking a highly motivated Complaints Analyst to join our Deposits Compliance team. As a Complaints Analyst at SoFi, you will play a pivotal role in ensuring our organization’s commitment to regulatory compliance, integrity and innovation through our complaints management framework. As a Deposits Compliance Complaints Analyst, you will build a foundation of critical assessment, analysis, and second-line independent oversight and guidance regarding customer complaints related to SoFi's consumer deposit products, services, and processes. In partnership with the Complaints Manager, the Complaints Analyst will be tasked with completing end to end assessments of all deposit related complaints and continuously providing insight into the overall risk profile of the business, independent challenge and suggestions for improvements.
This role requires a critical thinker to solve problems: comprehend member complaints, understand regulatory requirements, implement appropriate solutions and respond to our members in a compassionate manner and in-line with regulatory guidelines
An enthusiastic, detail-oriented, team-player who is willing to go the extra mile to find a compliant solution for the member and has experience with deposits-related regulatory requirements will succeed in this role
What you'll do:
Understand key regulatory requirements applicable to the deposits products (e.g. Reg E, CC, DD, UDAAP) and apply those obligations when analyzing, reviewing and timely responding to consumer complaints utilizing the SoFi Bank formalized complaints management framework
Proactively identify potential trends and patterns through complaint monitoring
Work with Complaints Manager and business partners on resolutions and improved member experiences
Identify opportunities for enhancing policies, procedures, terms and conditions, agreements and other member-facing collateral and work with stakeholders to implement improvements
Assist the Deposits Compliance team with identifying, managing and validating formal issues related to complaints
Coordinate with Business Controls teams to review risks and controls across the deposits products
Assist all team members to ensure the teams’ goals and deadlines are met
Take on special projects as necessary
What you’ll need:
BA/BS Degree or equivalent combination of education and experience required
Minimum of 2-4 years' experience working in compliance, audit or other governance functions with an understanding of risk and controls and banking regulations affecting deposit products (checking accounts, saving accounts, time deposits), specifically Regulation E, Reg CC, Reg DD and UDAAP
Experience with complaint management processes or payment systems (i.e. ACH/NACHA Rules, wires, debit cards, Zelle, FedNow) a plus
Proficient analytical and problem-solving abilities, with excellent written communication skills
Critical thinker with the ability to detect and challenge patterns outside the norm
Ability to multitask in a fast-paced environment and meet deadlines.
Following instructions and achieving results quickly
Working on multiple projects at once
Being able to research and find the right answers and escalate potential concerns timely
Strong analytical, technical and problem solving skills, with strong attention to detail
High ethical standards; ability to maintain confidentiality.
Excellent organization, collaboration, and time management skills while working independently
Experience in the fintech industry is advantageous
What the Team is Saying
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What We Do
SoFi wasn’t built to be a bank. Or a technology company. We were built for one mission: help people achieve financial independence so they can realize their ambitions. Redefining an entire industry isn’t easy work—and it’s not for the faint of heart. It takes a certain kind of team. People with diverse perspectives and expertise, united by a common sense of purpose. People willing to challenge assumptions but always do the right thing. People proving that innovation and responsibility don’t have to compete, but can come together to create something truly unconventional in the world. For the last eight years, we’ve been charting this new path forward. We call it The SoFi Way. At SoFi, we don’t just talk about culture: we live it. The SoFi Way is how we show up every day, how we make decisions, and how we build for our members, clients, and each other.
Why Work With Us
Together with our members, we’re changing the way people think about and interact with personal finance. We’re a next-generation Fintech company using innovative, mobile-first technology to help our members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront.
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