Complaints Analyst, Deposits Compliance

Employee Applicant Privacy Notice

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:

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
  
  
  

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.