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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:
This role will work closely with the Fair & Responsible Banking Officer to manage SoFi’s 2nd line Complaints Oversight program (the “Program”). As a subject matter expert, this role will consult on Complaint Management and regulatory risks, controls, issues and governance across the enterprise; educate business and other compliance partners on Complaint Management expectations; oversee execution of the Complaint Monitoring Plan; and develop and deliver Complaint Oversight Program updates to senior leadership and applicable Committees.
What you’ll do:
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Develop, maintain, and enhance Complaint Management policies, standard operating procedures (SOPs), and guidance documents, as needed, to integrate expectations of the Program into Business Unit’s day-to-day activities
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Execute effective governance and oversight of complaint management risk, as engaged by Compliance partners, including review of 1st line complaint handling procedures, review of complaint handling training materials, and monitoring of complaints for adherence to Policy requirements, and potential non-compliance with regulatory requirements
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Provide subject matter expertise, support and leadership to Compliance partners, Business Unit managers, Independent Compliance Testing, and Audit with regard to complaint-related issues and remediations
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Provide oversight and challenge of 1st line’s adherence to Program requirements and recommendations for improvement
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Support the Fair & Responsible Banking Officer in gathering artifacts, reviewing and/or drafting responses for complaint-related regulatory examinations and audits, as needed
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Oversee and/or execute special projects as assigned
What you’ll need:
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Possess and maintain superior knowledge of compliance laws and regulations including UDAAP and other applicable consumer compliance regulations
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Ten (10) plus years of compliance or risk experience at large regional financial institutions with at least seven (7) in a people leader role and at least five (5) focused on complaints oversight
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Applied experience in execution of complaint monitoring
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Excellent verbal and written communication skills including testing and monitoring reports and exam and audit responses
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Substantial broad-based knowledge and experience in applying laws and regulations, designing, managing and overseeing compliance programs, and processes and handling regulatory matters
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Ability to manage implementation of regulatory requirements with assigned business units
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Strong analytical skills
Compensation and Benefits
The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location.
To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!
SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.The Company hires the best qualified candidate for the job, without regard to protected characteristics.Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.New York applicants: Notice of Employee RightsSoFi is committed to embracing diversity. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email [email protected].Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.
Internal Employees
If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.
What the Team is Saying
SoFi Compensation & Benefits Highlights
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Healthcare Strength — Comprehensive medical, dental, and vision plans are paired with mental-health coaching/therapy, EAP access, and wellness programs, with options noted for low or fully covered premiums. Company-paid life and disability insurance further strengthen core protection.
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Parental & Family Support — Up to 12 weeks fully paid parental leave is complemented by fertility/adoption resources, subsidized back-up child/elder care, caregiver leave, and pet insurance. A 2026 program also matches a new federal $1,000 seed for eligible children’s investment accounts.
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Leave & Time Off Breadth — Exempt employees have flexible/unlimited vacation alongside early-release “SoFi Fridays,” while non-exempt employees receive generous vacation and sick time. Paid volunteer time and role-appropriate leave options extend time-away coverage.
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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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