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Member Advocacy Specialist



Jacksonville, FL, USA · Claymont, DE, USA · cottonwood heights, ut, usa
Posted on Wednesday, June 5, 2024

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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

As a Member Advocacy Specialist, you will be responsible for researching, resolving, and managing regulatory and other high-risk complaints in accordance with SoFi policies, banking regulations, laws, and regulatory requirements. This individual will also be responsible for collaborating and influencing internal stakeholders, including legal, compliance, risk management, and business units to resolve complaints.

In addition to regulatory and high-risk complaint management and resolutions, this person will be responsible for ensuring member advocacy and continuous improvement by identifying and mitigating potential compliance and risk issues. This person will also continuously learn regulatory laws and banking regulations to ensure the complaints are closed with accuracy and complete information.

What you’ll do:

  • 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 member and regulatory complaint issues, including responding via email and discussing complaints over the phone with internal and external stakeholders. This includes returning member calls and be the voice of management while explaining resolutions to complainants.
  • 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

What you’ll need:

  • Minimum of 1 year 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
  • Posses 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
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 Rights
SoFi 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 accommodations@sofi.com.
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.