Full-Time

Member Advocacy Specialist

Posted on 9/26/2024

SoFi

SoFi

1,001-5,000 employees

Offers diverse personal finance solutions

Fintech
Financial Services

Entry, Junior

Jacksonville, FL, USA + 1 more

More locations: Cottonwood Heights, UT, USA

Category
Risk Management
Finance & Banking
Requirements
  • Minimum of 1 year of customer escalation experience in the financial services industry
  • Familiarity with regulatory complaint resolution processes and procedures experience preferred
  • Intermediate knowledge of banking regulations, laws, and regulatory requirements, with a focus on regulatory complaint resolution
  • Proven ability to make sound judgments in resolving member issues while providing excellent customer service
  • Possess analytical skills and attention to detail, with the ability to analyze complex regulatory issues and develop practical solutions
  • Excellent communication and interpersonal skills, with the ability to effectively communicate with internal stakeholders and regulatory authorities
  • Ability to work independently and collaboratively in a fast-paced, dynamic environment
  • Proven track of organizational skills, with the ability to manage multiple priorities and deadlines effectively
Responsibilities
  • Manage and oversee the resolution process for regulatory and high-risk complaints
  • Analyze the regulatory and high-risk complaints to determine the most appropriate course of action to ensure compliance with all applicable SoFi policies, banking regulations, laws, and regulatory requirements
  • Serve as an escalation point for complaints unable to be resolved in other channels
  • Maintain personal and team accountability for productivity and efficiency
  • Manage multiple issues/cases simultaneously
  • Work autonomously and make decisions to ensure proper complaint handling and risk management
  • Effectively communicate, collaborate, and influence internal stakeholders, including legal, compliance, risk management, and business units on solutions for regulatory complaints
  • Prepare documentation, reports, and correspondence related to regulatory complaints for internal and external purposes
  • Identify potential compliance and risk issues in relation to regulatory complaints for the betterment of the overall member experience
  • Advocate as the 'voice of the member' to SoFi. Proactively make recommendations to address the root cause of regulatory and high-risk risk complaints by leveraging escalation contacts and processes

SoFi provides a variety of financial services aimed at helping individuals manage their money effectively. Its offerings include home loans, personal loans, student loan refinancing, credit cards, and investment options. SoFi's platform is designed to be user-friendly and mobile-first, allowing members to easily access and utilize these services. The company differentiates itself from competitors by offering a comprehensive suite of financial products under one roof, along with educational resources to assist users in making informed financial decisions. SoFi's goal is to create a seamless experience for its members, encouraging them to engage with multiple services while fostering an inclusive environment.

Company Stage

IPO

Total Funding

$4B

Headquarters

San Francisco, California

Founded

2011

Growth & Insights
Headcount

6 month growth

-16%

1 year growth

-6%

2 year growth

-2%
Simplify Jobs

Simplify's Take

What believers are saying

  • SoFi's member base grew to over 10 million, indicating strong market presence.
  • The $2 billion loan expansion with Fortress diversifies revenue and strengthens lending.
  • Partnerships with Mesh Payments and Galileo enhance B2B financial service offerings.

What critics are saying

  • Increased competition from fintechs could erode SoFi's market share.
  • Rising consumer credit card debt may lead to higher default rates.
  • Reliance on partners like Galileo poses operational risks if disruptions occur.

What makes SoFi unique

  • SoFi offers a comprehensive suite of financial products under one platform.
  • The company leverages mobile-first technology to enhance user experience and engagement.
  • SoFi's member-centric approach fosters a strong community and customer loyalty.

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Benefits

You’re taken care of. SoFi employees receive comprehensive health, vision, dental, life insurance, and disability benefits—as well as flexible time off, fitness, fertility, and family planning options.

Realize your ambitions. We want to help our employees achieve financial freedom, just like our members. That’s why we contribute $200 per month toward your student loans to help pay down your debt—plus free financial classes.

Never stop learning. We offer frequent training, mentorship opportunities, and leadership programs to develop our people. We also cover tuition costs for approved programs, up to $5,250 per year.

INACTIVE