Complaints Manager, Deposit Compliance

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Who we are:

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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 Manager to join our Deposits Compliance team. As a Complaints Manager 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 the Deposits Compliance Complaints Manager, you will lead the vision and strategy to build foundational and 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 Deposits Compliance Officer and team, the Complaints Manager will be tasked with managing 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 problem solver to work cross functionally across the deposits organization to solve complex challenges based on complaint data analysis and monitoring
• An enthusiastic, detail-oriented, dynamic thinker who has experience with compliance over deposits-related regulatory requirements and expectations will succeed in this role
  
  
  

What you'll do:

• Apply key regulatory requirements applicable to the deposit products (e.g. Reg E, CC, DD, UDAAP) to analyze, review and respond to consumer complaints timely and within the SoFi Bank formalized complaints management framework
• Proactively identify potential trends and patterns through complaint monitoring and work with 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
• Collaborate with Deposits Compliance and the business to open, document, resolve and validate formal issues using the issues management framework and standards
• Coordinate with Business Controls teams to draft and update risks and controls across the deposits products
• Assist the Deposits Compliance team with annual risk assessments and regular reporting
• Assist all team members by independently taking on special projects and completing and meeting the teams' goals
• Coordinate with various business teams for regulatory exams, internal audits and independent test reviews
• Manage staff to meet all deliverables and timelines while providing exceptional work product
  
  
  

What you’ll need:

• BA/BS Degree or equivalent combination of education and experience required
• Minimum of 5-8 years' experience working in compliance, audit or other governance functions with a deep knowledge 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 payment systems (i.e. ACH/NACHA Rules, wires, debit cards, Zelle, FedNow) a plus
• Strong analytical and problem-solving abilities, with the capability to simplify complex issues into actionable plans
• Process management and improvement experience, as well as, issue management experience preferred
• Ability to interact with and provide independent challenge to upper levels of management and multitask in a fast-paced environment.
• Excellent analytical, technical and problem solving skills, with strong attention to detail
• An open-mind and ability to partner with the business to implement innovative business initiatives while remaining compliant and within the SoFi risk appetite
• High ethical standards; ability to maintain confidentiality.
• Exceptional verbal and written communication, organization, collaboration, and time management skills
• Experience in the fintech industry and as a manager 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.