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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 is an exciting opportunity to join a growing Collections Center of Excellence (CCoE) team that has developed strong partnerships and working relationships with other key functional areas. The Senior Business Operations Analyst will be an integral member of the CCoE team, and will provide thought leadership to shape the strategy of the partner Ops teams.
This person will partner with other analysts to lead the analysis, reporting, and modeling validation to develop and interpret information.
Driving data-led operational decision-making, policy/procedure formation, growth management, and other managerial functions are core to this role. In addition to strong analytical skills, this person will need exceptional communication skills and relationship skills in order to turn ideas into reality.
This Senior Business Operations Analyst will be part of the Business Planning & Analytics (BP&A) team within CCoE. This is a critical role that will develop new MIS Tableau reporting and analytics used to improve efficiency and effectiveness, while pursuing enhanced performance across all of the Collections life cycle focused on the Member experience.
This person will report directly to the head of BP&A’s MIS Manager and serve as a senior analyst to create, improve and interpret new MIS Tableau reporting used to drive the Credit Card, Personal Loan and Student Lending Businesses
The ideal candidate will possess an analytics background and the strategic acumen to direct a function that draws strategic insights from data using database and statistical analysis tools to inform decisions and support SoFi Technologies' overarching strategic goals relative to loss prevention. They bring new ways of thinking, data sources, technologies, and capabilities to SoFi Technologies.
What you’ll do:
- Must possess extremely proficient SQL skills that are used on a daily basis
- Build and maintain complex Tableau dashboards on a regular basis
- Responsibilities include preparing Google Slide presentations around Collections and Recovery insights, strategy changes, opportunities, and risks to senior leaders
- Develop and help team optimize strategies that balance effectiveness and efficiency through a combination of impact analysis, testing and collaboration with stakeholders
- Help lead the entire project lifecycle for complex data analysis, requirements gathering and creation of new production reporting
- Work closely with other MIS team members to help mentor and collaborate on improving current processes, databases, and tables stored in a Snowflake data environment
- Work with our outbound Dialer and IVR inbound teams on analyzing results and creating OMNI channel reporting
- Work with Operations and Technology partners to identify gaps in system/operations process flows to ensure alignment of strategy/intent, execution, policies, state legalities and regulatory guidelines as it relates to contacting delinquent customers
- Build strategic relationships with operations leaders to establish shared goals and deliver analytics and insights in a fast-paced and ambiguous environment.
- Enhance and develop strong team culture and provide mentorship to members of the team.
- Analyze data from various sources to compile a comprehensive picture of the overall business operational performance
- Develop periodic reports on a wide range of strategic and tactical analysis
- Develop recommendations and prepare written and oral presentations to senior management
- Ensure adequacy and accuracy of reporting by applying business knowledge and data analysis
- Develop performance measurements and analytical tools to improve operationsPartner with data engineering, data science, and other analytics teams to establish data sources that serve business needs - identifying and advocating for process improvements and industry best practices.
What you’ll need:
- 3-5 years’ experience in an operational analyst position or equivalent
- Highly proficient in building reporting using Tableau (and similar tools)
- High motivation to drive change, eager to learn, and able to work collaboratively in a complex and fluid environment
- Expertise in analyzing large datasets using SQL/Python and other statistical analysis packages to read test results and deliver on strategies to improve member contact and overall loss prevention
- Proven analytical skills in conducting sophisticated analysis using customer performance data, bureau attributes and other 3rd party variables to solve business problems; a demonstrated ability to synthesize and communicate analysis to peers and senior management
- A history of success in leading initiatives and driving results through collaboration and hands-on work
- Affinity for problem solving and detailed work
- Ability to collaborate well with teammates and business partners and influence business decisions
- High attention to detail and strong data & root cause analysis
- Strong communication skills and an ability to provide technical guidance to less technical audiences.
- Proven experience analyzing, interpreting, and summarizing complex data as it relates to financial services. BA/BS Degree required
Nice to have:
- Strong collections industry knowledge, including a sound understanding of relevant regulations like FDCPA, TCPA, FCRA and a working knowledge on the impact of CFPB’s Reg F on the collections landscape.
- Experience solving data heavy problems
- Collection's operations reporting experience
- A passion for well-tested code and utilizing testing frameworks
- Experience in training or developing AI chat agents based on summarized Snowflake data
Skills Required
- 3-5 years experience in an operational analyst position or equivalent
- Highly proficient in building reporting using Tableau
- Expertise in analyzing large datasets using SQL/Python and other statistical analysis packages
- Proven analytical skills in conducting sophisticated analysis using customer performance data
- BA/BS Degree required
What the Team is Saying
SoFi Compensation & Benefits Highlights
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Healthcare Strength — Benefits materials describe comprehensive medical, dental, and vision coverage with mental‑health support, EAP, and wellness programs. Feedback suggests some plans include options with 100% company‑paid premiums.
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Parental & Family Support — Parental and family supports include up to 12 weeks fully paid parental leave, fertility/adoption resources, and subsidized backup child and elder care. Pet insurance is also available.
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Leave & Time Off Breadth — Time away benefits include flexible vacation for exempt employees, generous PTO/sick time for non‑exempt staff, and paid holidays. Early‑release “SoFi Fridays” are also cited.
SoFi Insights
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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SoFi Offices
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!
