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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:
As an Opportunities Resolution Specialist, you will serve as a trusted problem-solver for SoFi members, handling complex and escalated issues with empathy, urgency, and precision. You’ll collaborate across multiple internal teams to drive fast, effective solutions while identifying opportunities to strengthen processes, prevent future issues, and elevate the overall member experience.
In this role, you will engage with members primarily through phone and email, delivering clear communication and high-quality resolutions. You’ll balance daily casework with root-cause analysis and continuous improvement efforts. This position requires independent decision-making, adaptability, and a strong passion for advocating for our members.
What you’ll do:
- Investigate escalated inquiries and complaints, validating concerns, assessing risk, and driving cases to full resolution
- Contact members via phone and/or email to gather additional information, clarify issues, or provide updates
- Prepare accurate, high-quality written responses that meet internal standards and regulatory requirements
- Provide direct feedback and coaching to relevant teams or partners based on investigation outcomes
- Share trends, insights, and recommendations with leadership to support process improvements and elevate member experience
- Expand training materials and resources based on recurring patterns or emerging issues
- Identify opportunities for continuous improvement across people, processes, and technology
- Respond to complex or high-risk member inquiries outside the scope of frontline teams
- Triage escalations and partner with business units to ensure timely, accurate responses
- Review member complaint history to ensure consistency, fairness, and appropriate resolution
- Deliver clear, actionable updates to internal teams to support alignment and follow-through
- Participate in additional projects or responsibilities as assigned
What you’ll need:
- 2+ years of customer service experience within banking, fintech, or financial services
- Demonstrated ability to manage complex, escalated, or sensitive customer situations
- Strong analytical and problem-solving skills, with sound judgment and attention to detail
- Self-starter mindset with the ability to work independently and take ownership
- Excellent verbal and written communication skills, including professional email correspondence
- Strong collaboration and relationship-building skills across cross-functional teams
- Ability to manage multiple priorities efficiently in a fast-paced environment
- Composure and professionalism under pressure or during challenging interactions
- Ability to quickly learn and adapt to new systems, workflows, and technology
- Must be fingerprinted and cleared by FINRA
What the Team is Saying
SoFi Compensation & Benefits Highlights
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Parental & Family Support — Up to 12 weeks fully paid parental leave, paid caregiver leave, fertility/adoption resources, and subsidized backup childcare/eldercare are offered. Pet insurance and family-building support further broaden the coverage.
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Healthcare Strength — Medical, dental, and vision coverage is paired with company-paid short- and long-term disability and life insurance. Mental-health support via Modern Health and employer HSA contributions enhance overall health support.
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Leave & Time Off Breadth — Flexible vacation for exempt employees, generous PTO for non-exempt, paid holidays, and early-release “SoFi Fridays” expand time-off options. An additional 16 hours of paid volunteer time underscores community engagement.
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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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Hybrid Workspace
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!
