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Full-Time

Member Advocacy Specialist

Confirmed live in the last 24 hours

SoFi

SoFi

1,001-5,000 employees

Offers diverse personal finance solutions

Financial Services
Fintech

Entry, Junior

Jacksonville, FL, USA + 1 more

More locations: Cottonwood Heights, UT, USA

Category
Risk Management
Finance & Banking
Required Skills
Communications
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

$6.2B

Headquarters

San Francisco, California

Founded

2011

Growth & Insights
Headcount

6 month growth

6%

1 year growth

9%

2 year growth

19%
Simplify Jobs

Simplify's Take

What believers are saying

  • SoFi's strategic partnerships and securitization deals, such as the $350M loan securitization with PGIM, bolster its lending capabilities and financial stability.
  • The company's innovative approach to financial wellness, including the integration of spending, saving, and lending products, offers employees a dynamic and forward-thinking work environment.
  • SoFi's commitment to inclusivity and a welcoming environment fosters a positive workplace culture, enhancing employee satisfaction and retention.

What critics are saying

  • Regulatory challenges, such as the recent $1.1M fine for failing to verify customer accounts, could impact SoFi's reputation and operational costs.
  • The competitive fintech landscape requires continuous innovation to maintain market share, posing a risk if SoFi fails to keep pace with industry advancements.

What makes SoFi unique

  • SoFi's mobile-first approach and comprehensive suite of financial services create a seamless, integrated experience that sets it apart from traditional financial institutions.
  • The company's focus on member-centric services, including discounted financial planning and educational resources, enhances customer loyalty and engagement.
  • SoFi's recent expansion into alternative investments through partnerships like Templum provides unique investment opportunities for retail investors, distinguishing it from other fintech platforms.

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.