Complaints Analyst, SoFi
Deposits Compliance
$86.4-162k
+ Eligible for a bonus
Mobile & online personal finance services
Be an early applicant
Mobile & online personal finance services
1001+ employees
Be an early applicant
$86.4-162k
+ Eligible for a bonus
1001+ employees
Company mission
To help people reach financial independence to realize their ambitions.
Role
Who you are
- This role requires a critical thinker to solve problems: comprehend member complaints, understand regulatory requirements, implement appropriate solutions and respond to our members in a compassionate manner and in-line with regulatory guidelines
- An enthusiastic, detail-oriented, team-player who is willing to go the extra mile to find a compliant solution for the member and has experience with deposits-related regulatory requirements will succeed in this role
- BA/BS Degree or equivalent combination of education and experience required
- Minimum of 2-4 years' experience working in compliance, audit or other governance functions with an understanding of risk and controls and banking regulations affecting deposit products (checking accounts, saving accounts, time deposits), specifically Regulation E, Reg CC, Reg DD and UDAAP
- Experience with complaint management processes or payment systems (i.e. ACH/NACHA Rules, wires, debit cards, Zelle, FedNow) a plus
- Proficient analytical and problem-solving abilities, with excellent written communication skills
- Critical thinker with the ability to detect and challenge patterns outside the norm
- Ability to multitask in a fast-paced environment and meet deadlines
- Following instructions and achieving results quickly
- Working on multiple projects at once
- Being able to research and find the right answers and escalate potential concerns timely
- Strong analytical, technical and problem solving skills, with strong attention to detail
- High ethical standards; ability to maintain confidentiality
- Excellent organization, collaboration, and time management skills while working independently
- Experience in the fintech industry is advantageous
What the job involves
- We are seeking a highly motivated Complaints Analyst to join our Deposits Compliance team
- As a Complaints Analyst at SoFi, you will play a pivotal role in ensuring our organization’s commitment to regulatory compliance, integrity and innovation through our complaints management framework
- As a Deposits Compliance Complaints Analyst, you will build a foundation of critical assessment, analysis, and second-line independent oversight and guidance regarding customer complaints related to SoFi's consumer deposit products, services, and processes
- In partnership with the Complaints Manager, the Complaints Analyst will be tasked with completing end to end assessments of all deposit related complaints and continuously providing insight into the overall risk profile of the business, independent challenge and suggestions for improvements
- Understand key regulatory requirements applicable to the deposits products (e.g. Reg E, CC, DD, UDAAP) and apply those obligations when analyzing, reviewing and timely responding to consumer complaints utilizing the SoFi Bank formalized complaints management framework
- Proactively identify potential trends and patterns through complaint monitoring
- Work with Complaints Manager and business partners on resolutions and improved member experiences
- Identify opportunities for enhancing policies, procedures, terms and conditions, agreements and other member-facing collateral and work with stakeholders to implement improvements
- Assist the Deposits Compliance team with identifying, managing and validating formal issues related to complaints
- Coordinate with Business Controls teams to review risks and controls across the deposits products
- Assist all team members to ensure the teams’ goals and deadlines are met
- Take on special projects as necessary
Our take
SoFi started by offering ways for students to secure better financial terms on their loans, and now offers a huge range of personal finance products, including bank accounts, loans, mortgages, investment advice, and investment opportunities. Many customers find they have to go to multiple financial service providers to meet all their finance needs, but SoFi overcomes this issue by putting it all in one place.
Its goal, to cover all the financial bases, sets them apart from many of the traditional banks and even some of their digital competitors, such as Avant, which has chosen to focus on providing credit alternatives. Although it is operating in a competitive market with a lot of big players such as Monzo, Revolut, and Starling, the company has managed to raise huge amounts of funding to support its rapid expansion.
SoFi has focussed on global expansion, moving outside the US, and has made a series of acquisitions to support this - including a Hong Kong-based investment app called 8 Securities. After going public on the New York Stock Exchange via a SPAC merger in June 2021, the company has continued to evolve and release more mission-oriented services into its roster, and strengthened its lending capabilities through a $350 million post-IPO loan. To date, the company has sold over $15 billion in personal loan collateral and continues to strengthen its offering.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
7% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Jan 2021
$369.9m
LATE VC
May 2019
$500m
GROWTH EQUITY VC
Total funding: $2.7bn
Company benefits
- Comprehensive health, vision, dental, life insurance, and disability benefits
- Generous vacation and holidays
- Paid parental leave for eligible employees
- 401(k) and education on retirement planning
- Tuition reimbursement on approved programs, up to $5,250 per year
- Monthly contribution up to $200 to help you pay off your student loans
- Great health & well-being benefits including: telehealth parental support, subsidized gym program
- Flexible time off
- Fertility and family planning options
- Free financial classes
Company values
- Put our member's interests first – if we take care of our members' interests, it will best serve our interests.
- Run after problems – we must build a culture of people who run after problems in order to ensure we execute with excellence and “things” do not fall through the cracks.
- Embrace diversity, everyone should feel welcome, included and able to contribute – diversity is a differentiator and our team should reflect society. We should continue to encourage and celebrate diversity.
- Get to the truth and make principle-based decisions – we can only make the best decisions if we have the right data, all of the perspectives, and if we align on the guiding principles.
- Make your footprint bigger than your foot – selfless acts are critical to elevate beyond the impact of our collective individual efforts.
- Do the right thing, if you're not sure, do the harder thing – our business is built on trust and integrity, which requires both adhering to the letter of the law and regulations and doing the right thing for the company and our members..
- Set ambitious goals, be gritty, be accountable - we must hold ourselves and others accountable for delivering our business objectives, for our culture, and for our member.
- Take care of other people and help them grow - our people are our greatest differentiator, if we take care of our people, they will take care of our members.
- Iterate, learn, innovate - we are all responsible for innovation and we must embrace data-driven decisions.
- Be SoFi missionaries - our products, our services, our brand, and our business must be durable over the long term to achieve our mission—be a missionary.
- Don’t forget to smile - our ambition is contagious: it makes us smile to see people inside and outside of SoFi succeed.
Company HQ
The East Cut, San Francisco, CA
Articles
Leadership
Anthony Noto
(CEO)Graduated from the U.S. Military Academy after being a telecommunications officer and captain in the U.S. Army. Has worked as Head of Gobal Telecommunications, Media and Technology at Goldman Sachs, been the COO of Twitter, and also the CFO of the National Football League.
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