The role:

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.

• 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

What you'll do:

• 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

What you’ll need:

• 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