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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:
The MSD Escalations Analyst will support the Senior Escalations Manager and a team of 25-35 SoFi Escalations agents by providing expert guidance, strategic direction and driving continuous improvement efforts across operations. They will partner with the team’s leadership and other cross-functional teams to drive strategic initiatives related to procedural controls, data analysis, reporting, process improvements, and product updates.
What you’ll do:
Escalations Management & Continuous Improvement:
- Monitor the day-to-day activities of the Escalations team to ensure compliance with internal policies, legal requirements, and regulations.
- Act as a subject matter expert in escalation management, continuously refining processes and implementing updates to improve operational efficiency and service delivery.
- Analyze data to uncover trends, identify the root causes of member friction, and deliver data-driven recommendations for improvements in products, processes, and policies.
- Partner with cross-functional teams to ensure Escalations insights are integrated into the change management process, aligning with overall business objectives.
- Foster a solution-oriented environment focused on resolving root causes of member issues and improving the overall member experience.
- Provide guidance and coaching to Escalations Account Managers on projects, ensuring effective execution and consistent quality.
Operational Leadership & Team Development:
- Assist in the onboarding and ongoing training of new and tenured Escalations Account Managers, ensuring they have the tools and knowledge to succeed.
- Coordinate team coverage strategies with leadership to ensure SLAs are met and a high standard of complaint resolution is maintained.
- Partner with management to prioritize business and information needs, ensuring member-centric solutions and effective resolutions.
- Identify and implement innovative solutions to improve the team's oversight capabilities, reporting processes, and overall efficiency.
- Act as the Direct Responsible Individual (DRI) for the Member Service Delivery Escalations team, ensuring timely execution and closure of issues for your assigned projects.
- Manage and execute controls for assigned projects, ensuring documentation, evidence gathering, and proper storage to maintain compliance and achieve an ‘effective’ control rating by Business Control Testing.
- Perform additional tasks and responsibilities as required.
What you’ll need:
- Minimum of 1 year of experience at SoFi, or 3+ years of direct customer escalations experience within financial services, resolving high-complexity member issues.
- 2-3 years of experience in data analysis and reporting, with a demonstrated ability to surface insights, create dashboards, and track performance metrics from various data points, preferably within Tableau.
- Advanced proficiency in Google Workspace tools (Docs, Sheets, Slides, and Gmail), with the ability to build professional presentations and reports for senior leadership.
- Ability to break down challenges/opportunities with limited information, build a strategy, devise an action plan, identify resources, and project manage to completion.
- Excellent interpersonal skills, including building relationships across all levels, departments, and personality types to guide and influence stakeholders through decreasing complaints and escalated interactions.
- Ability to execute on key initiatives as a Directly Responsible Individual (DRI) with little oversight.
- Exceptional written and verbal communication skills required, and ability to synthesize, key messages and themes to present to stakeholders.
- Passion to learn, responsibly grow our business, and support our mission of helping members get their money right.
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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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Employees engage in a combination of remote and on-site work.
For the majority of our workforce who work on a hybrid schedule, the in-office requirement is a handful of days per month!
