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Innovation Endeavors

Senior Member Advocacy Analyst



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

The Senior Member Advocacy Analyst will support the Director of Member Advocacy & Complaint Experience and Member Advocacy Specialist as a subject matter expert and direction for the overall Member Advocacy & Complaint Program. This individual will partner with team and senior leadership and other cross-functional teams to drive strategic initiatives related to the holistic needs of SoFi’s Complaint Management Program.

What you’ll do:

Member Advocacy Specialist Support:

  • Monitor the day-to-day activities of the Member Advocacy Specialist to ensure compliance with all applicable SoFi policies, banking regulations, laws and regulatory requirements
  • Actively monitor and maintain internal policies and procedures and drive updates as needed
  • Analyze data to strategically identify and drive policy improvements, increase operational efficiency, and make appropriate recommendations to reduce member regulatory complaints and mitigate risk and compliance issues
  • Partner with cross-functional teams to provide insight, and recommendations and influence change management in relation to regulatory and other potentially high-risk complaints
  • Foster an environment focused on running after solutions for root cause issues impacting the member experience
  • Motivate, monitor, and coach Regulatory Complaint Specialists related to projects
  • 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 being management's voice while explaining resolutions to complainants. This responsibility constitutes only about 5% of the role and is primarily needed in peak periods or when necessary
  • Provide training and coaching for new and tenured Member Advocacy Specialists
  • Coordinate team coverage strategy with leadership with the goal of maintaining SLA requirements and maintaining a high level of complaint resolution

Member Advocacy & Complaint Experience Support:

  • Provide effective support for the complaint management program
  • Provide complaint management and regulatory reporting to internal and external stakeholders
  • Review and approve complaint responses to regulatory agencies and internal stakeholders
  • Perform root cause review of complaint trends and themes
  • Develop Action Items to member pain points, while identifying and elevating potential issues with heightened compliance, and reputational, or regulatory risk.
  • Support Third-Party complaint management process
  • Hold stakeholders accountable for taking the necessary actions needed to address
  • Work with management to prioritize business and information needs
  • Provide innovative solutions to the team’s oversight and reporting needs
  • Additional tasks and responsibilities as required

What you’ll need:

  • 1 + years experience in the financial service industry handling escalated member complaints preferred
  • Minimum Bachelor or Associate Degree or related experience
  • Subject Matter Expert in regulatory complaint resolution processes and procedures
  • 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
  • Excellent communication and interpersonal skills, with the ability to effectively communicate with internal stakeholders and regulatory authorities
  • Ability to build positive working relationships with internal and external stakeholders, SoFi members, regulatory authorities, and Complaint Management team
  • Extensive experience with Excel including creating spreadsheets, diagrams, and tables to breakdown complex data
  • Experience training, motivating, monitoring, and coaching teams of customer service and processing employees' preferred
  • Able to move between projects/duties quickly and efficiently with excellent organizational and time management skills
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.