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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 guideand 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.
Compensation and Benefits
The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate’s experience, skills, and location.
To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!
SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.The Company hires the best qualified candidate for the job, without regard to protected characteristics.Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.New York applicants: Notice of Employee RightsSoFi is committed to embracing diversity. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email [email protected].Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.
Internal Employees
If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.
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What the Team is Saying
What We Do
For over a decade, SoFi has helped transform the Fintech industry by creating financial products and services that help people borrow, save, spend, invest, and protect their money better, so they can achieve financial independence and realize their ambitions. Whether it’s owning a home, saving for retirement, paying off their student loans, or helping our members invest - SoFi is there every step of the way. Want to learn more about how it works? Check it out here: https://www.sofi.com/how-it-works/
Our core values are at the center of how we help our millions of members get their money right. They are our guiding principles for how we think about serving our members, building our company, and most importantly, how we work together. At SoFi, it’s not just what we do - but how we do it.
SoFi is also proud to be the naming rights partner of SoFi Stadium, home of the Los Angeles Chargers and the Los Angeles Rams.
For more information, visit SoFi.com
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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