The role:

The Consumer Loan Reviewer (Originations Specialist III) is a full-time position dedicated to providing a "Best in Class" loan experience for SoFi members. To ensure your success, you will complete a comprehensive 3-phased training program that blends classroom instruction with hands-on "nesting" (on-the-job training).

As you progress through each phase, you will expand your expertise across SoFi’s entire suite of unsecured lending products:

• Phase l: Personal Loan Products – Establish your foundation by mastering our core personal lending offerings and member service standards.
• Phase ll: In-School & Student Loan Refinance – Expand your skill set to include SoFi’s specialized education lending products.
• Phase lll: Complex Lending Products – Finalize your expertise by managing intricate loan scenarios and advanced unsecured lending products.

Once you have successfully navigated these phases and entered the full production environment, you will serve as a versatile subject matter expert capable of supporting our members across all product lines.

What you’ll do:

• Review all applications pursuant to credit policies and procedures- including analyzing credit reports, analyzing income from various sources including self-employment and verifying documents provided by applicants.
• Work both Simple and Complex financial profiles- including Self-Employed applications for our lending products
• Verify member’s identity and other required regulatory documentation
• Clearly document Member interactions using selected templates where appropriate
• Perform outbound outreaches to applicants to successfully move applications through the process of funding
• Demonstrate empathy, professionalism, top-notch problem-solving skills, relationship management
• Follow compliance and regulatory guidelines to protect sensitive information and meet the Member needs 
• Operate within a team environment of 15-20 team members, working towards a common goal
• Share insights with teammates regarding the root causes of member inquiries, concerns, and complaints. Advocate on our members’ behalf to improve our products, operations, and policies
• Develop strong knowledge of internal processes and procedures to ensure the quality of loan system data and the adequacy of paperless loan documentation
• Perform ad hoc duties as assigned

What you’ll need:

• 2+ years of experience in a contact center environment
• 1+ years of experience in financial services
• A strong connection to the SoFi Mission and Values
• A passion for helping others while solving problems quickly 
• Professional demeanor and strong work ethic, high accuracy, and strong attention to detail
• Strong verbal and written communication skills 
• Excellent organizational and time management skills
• Proficient in Google products, data visualization tools, customer service tools, and admin tools
• A self-starter, able to make decisions while applying analytical skills required to manage reviewing tasks
• Able to learn, retain, and apply new information quickly
• Able to identify trends in your day-to-day work, in a spreadsheet, in a series of charts/graphs and connect those trends to a possible root cause 
• To establish productive working relationships with co-workers, management, and clients
• College degree desired. High school diploma or GED required
• Ability to work alternative schedules: weekends and weekdays, evenings, and early mornings
• Flexibility to work overtime, as the need arises

The role:

The Member Service Representative, Lending (Originations Specialist) is a full-time, entry-level role designed to provide a hands-on learning experience with SoFi Lending Operations focusing first on inbound member support. We want to see you succeed in this role, so it opens potential down the road to learn different parts of the business. Originations Specialists will complete a nine-week classroom and on-the-job training course and must pass associated aptitude tests before entering a “full production” state. 

Originations Member Support team members provide best-in-class service to SoFi lending members and potential members through our phone and chat inbound channels. You’ll work with various internal teams to assist members with their questions. If you’re successful and want to grow, a natural progression can lead to any number of higher-level individual contributor or leadership roles.

What you’ll do exactly:

• Respond to member inbound inquiries via phone and chat regarding SoFi’s Student Loan and Personal Loan applications. 
• Take ownership of resolving member inquiries and attempt to foresee the causes of additional inquiries. 
• Demonstrate empathy, professionalism, top-notch problem-solving skills, and relationship management
• Follow compliance and regulatory guidelines in order to protect sensitive information and keep our members’ trust
• Share insights with teammates regarding the root causes of member inquiries, concerns, and complaints. 
• Advocate on our members’ behalf to improve our products, operations, and policies
• Clearly document Member interactions using templates where appropriate
• Develop strong knowledge of internal processes and procedures to ensure the quality of loan system data and the adequacy of paperless loan documentation
• Perform ad hoc duties as assigned

What you’ll need:

• A strong connection to the SoFi Mission and Values
• A passion for helping others while solving problems quickly 
• Strong verbal and written communication skills 
• Excellent organizational and time management skills
• Proficiency in Google products, data visualization tools, customer service tools, and admin tools
• A self-starter mentality able to make decisions while applying analytical skills required to manage reviewing tasks
• Be able to learn, retain, and apply new information quickly
• Be able to identify trends in your day-to-day work and adjust appropriately
• To establish productive working relationships with co-workers, management, and clients
• A professional demeanor and strong work ethic, high accuracy, and strong attention to detail
• High school diploma or GED required
• Flexibility to work alternative schedules: evenings, early mornings, weekend days. Some bandwidth for overtime as the need arises

The role:

The Associate Manager, Originations (Review) is responsible for leading, coaching, and developing a team of Origination Specialist (Review) agents who handle the review and processing of SoFi’s Personal loans, Student loans, and Private School loan products.  In addition to supervising our loan review agents to success metrics, you will also help us identify and implement improvement opportunities to help our SoFi members, improve our employee experience with the Originations Review team, and help our review agents develop and grow their careers.

What you’ll do: 

• Independently manage teams of 15+ loan reviewers, monitoring their workload to ensure the appropriate allocation of resources is in place to meet service level agreements (SLAs) and key performance indicators (KPIs)
• Mentor, coach and develop the Review  team members both in loan processing and in member interactions via phone and email
• Hire, train, motivate, monitor, and coach new Origination Specialist (Review) agents Serve as a second tier for escalated customer issues and questions
• Handle special member circumstances and problems as they arise
• Ensure that the team is following procedures to stay compliant while providing a “Best in Class” loan experience for our SoFi members
• Performance manage team members through scorecard metrics
• Foster a culture of accountability and continuous improvement within the team 
• Identify escalated issues and propose recommended solutions regarding potential issues with process, systems, and operations inefficiencies, to direct manager to contribute to operational success

What you’ll need:

• 2+ years of customer service experience at a financial institutions 
• Associate's Degree preferred but not required 
• Exceptional time management skills with the proven ability to manage multiple priorities and work in a fast-paced environment
• Excellent written and verbal communication skills are required to answer questions and communicate issues clearly & concisely to associates, members, and management
• Ability to react to change quickly and implement new processes & procedures
• Work independently with little or no supervision
• Professional demeanor and excellent work habits are essential
• Available for all operating hours including evenings and weekends

Nice to have:

• 2+ years of supervisory or management role preferred
• Loan processing, student loan originations, consumer credit, or consumer lending experience is highly preferred

The Role:

The Quality Assurance Analyst works with our Operations Partners to ensure we are in compliance with state and federal laws and regulations, and SoFi's policies and procedures. The QA Analyst serves as a Subject Matter Expert and will proactively support SoFi’s Loan and Banking Operation divisions in its QA function by sharing evaluation results, performance trends and gaps. 

What You’ll Do: 

• Manage the Quality Assurance Testing (QAT) analysis and process for assigned SoFi Operations business units

• Maintain forms, documents, and Standard Operating Procedures (SOP’s)

• Develop and implement a QAT strategy including focus areas; testing methodology, standards, and procedures, and frequency of testing (e.g., random and targeted testing on an as-needed basis)

• Apply an effective Quality Improvement Strategy (QIS) by identifying, addressing, and/or escalating issues to stakeholders and business unit leaders

• Deep understanding of processes within the product and recommend appropriate control points to ensure the safety and soundness of functionality

• Partner with PMO and Engineering on automation and enhancements to processes

• Assess project risks, identify contingency actions, and develop/manage a risk plan

• Communicate ongoing project health with key stakeholders and business leadership

• Monitor and manage staffing levels for QA processes

• Create detailed reporting for product and process performance and deliver results in the appropriate cadence 

• Establish and maintain an effective Feedback loop with stakeholders and business unit leaders

• Maintain an awareness of and act in accordance with team goals and business unit policies

• Support special projects and seek efficiencies within QA processes

• QA production support when necessary

What You’ll Need:

• Must have work experience in the financial industry, with a strong understanding of banking products

• Self-motivated and able to work independently, applying analytical skills required to manage multiple tasks

• Strong understanding of SoFi products assigned to along with compliance, operational, and risk mitigation

• Understanding of statistical and targeted loan sampling concepts

• Strong written and verbal communication skills

• Ability to work independently, self-motivated

• Ability to work and accomplish goals with minimal supervision

• Ability to multitask and manage competing priorities

• Must be detail-oriented with an ability to work in a fast-paced environment

• Proficient with Microsoft Office Suite (Word, Excel, PowerPoint)

Nice To Have:

• Experience in Investment Banking 

• Experience in the Mortgage Industry as a Mortgage Loan Officer or in Underwriting

• Experience in working with 3rd party vendors/partners in a Relationship Management capacity

• Consumer Quality Control or Credit Underwriting experience preferred

• Bachelor's degree is preferred, but a combination of education and experience may be considered in lieu of a degree

• Decision-making skills (experience making decisions, uncovering needs)

• 3+ years of working experience preferred in banking or credit union operations that provides a working knowledge of products, services, systems, operational policies and procedures, and regulatory compliance issues

The Role: 

SoFi’s Fraud Management team is looking for a data-driven analyst to bridge the gap between risk mitigation and member advocacy.  This role is dedicated to identifying and offboarding "bad actors" already on the books before they can inflict further financial or reputational damage, and how the subsequent fraud and dispute process impacts our members.  While we remain member-centric, this role acknowledges that the best way to serve our legitimate members is to remove the bad ones. 

Your mission is twofold: Protect the House by identifying and offboarding high-risk actors, and Empower the Member by driving NPS and First Call Resolution (FCR) through rigorous root-cause analysis.

What You'll Do: 

{30%} NPS & Sentiment Analytics: Analyze member feedback and Net Promoter Scores (NPS) specifically related to fraud and dispute touchpoints. You will identify "friction points" where our security protocols may be alienating legitimate members and recommend data-driven adjustments.

{25%} Process & Data Analysis: Conduct comprehensive forensic analysis of existing fraud and dispute workflows. You will use SQL and behavioral data to identify "sleeper" accounts and high risk members, while simultaneously pinpointing bottlenecks that negatively impact NPS and FCR.

{25%} Member Exit Execution: Apply data-driven criteria to identify high-risk members for offboarding. You will prepare the data sets for adverse action, ensuring we exit "bad members" based on clear evidence of behavioral or dispute-related risk.  Reporting on impacts to the business.

{10%} Business Case Development: Prepare cost-benefit analyses that justify the prioritization of fraud prevention and member experience. You will quantify the ROI of a "Member-First" friction reduction strategy, showing how improved FCR and NPS lead to higher member retention, reduce complaints, and lower operational costs.

{10%} Strategic Maintenance & Pipeline Discovery: Continuously monitor the "health" of the fraud and dispute ecosystem. You will identify and document a backlog of new opportunities for risk reduction and experience improvement, ensuring stakeholders are aware of emerging trends that require future attention.

What You’ll Need:

• Bachelor or advanced degree in Statistics, Business Analytics, Math or Economics.
• Strong data technical skills on databases, Excel/SQL/Python and data dashboard tools. 
• Able to use different types of data to define business needs
• Highly motivated to drive change, eager to learn and create new things from scratch and able to work collaboratively in a complex and fluid environment.  
• Experience of developing analysis structure using different data sources and analytical methods to meet business needs.
• Capability of defining and building business metrics and dashboard infrastructures and know how to automate the manual process to improve efficiency.
• Able to connect the dots between data and businesses to provide meaningful insights and actionable enhancements.
• Knows how to troubleshoot data and metrics gaps and be innovative to solve both technical and business problems 
• Very strong communication skills by connecting the dots with the big picture with data and facts to support the story.

The Role:

As the Fraud and Disputes Member Experience Program Manager you will support the creation and execution of initiatives focused on solving the daily challenges that prevent Fraud and Dispute agents from delivering an exceptional member experience. You will act as a key liaison between the frontline and cross-functional partners, identifying specific friction points in the fraud and dispute lifecycle and helping implement the changes—across process, policy, and technology—needed to make an impact. You will be a core contributor to the intake and analysis of operational hurdles, ensuring that every fraud contact is handled with speed, empathy, and accuracy.  In this role, success isn't just about efficiency; it's about Trust. You are optimizing the processes that ensure a member feels heard, protected, and supported when their money is on the line.

What You’ll Do: 

• {30%} Drive Implementation: Work closely with stakeholders to roll out specific solutions, ensuring that changes to fraud tools or policies are adopted smoothly and provide the intended results for both agents and members.  Propose solutions to leaders and work closely with internal business partners to execute.
• {25%} Process & Data Analysis: Review existing fraud and dispute workflows to pinpoint specific bottlenecks and inefficiencies. Use data to highlight the "pain points" that most frequently delay resolution or frustrate members.
• {25%} Solution Design: Assist in developing and proposing practical process updates and workflow redesigns to optimize the dispute journey. Help gain alignment from team leads and stakeholders for implementation.
• {10%} Business Case Support: Help prepare simple cost-benefit analyses and justifications for prioritization, focusing on how specific changes will improve resolution times or reduce agent manual work.
• {10%} Support the Pipeline: Help manage the intake process for agent feedback and maintain the pipeline of potential opportunities. Build strong relationships with frontline staff to ensure their challenges are heard and addressed.

What You’ll Need:

• BA/BS degree required 
• Minimum 2+ years of experience in process improvement, operations analysis, or process improvement, preferably within a transformational environment. 
• Strong analytical skills with the ability to gather, interpret, and analyze complex data sets to drive actionable insights.
• Proficiency in process mapping, workflow analysis, root cause analysis, and process optimization techniques 
• Experience in the financial services industry
• Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization.
• Highly motivated self-starter with a passion for driving continuous improvement and operational excellence.
• Effectively network and build partnerships in a fast-paced environment
• Ability to work in a very fast-paced, dynamic, and sometimes ambiguous environment 
• Excellent attention to detail 

The role

The Associate Manager, Opportunities Resolution, manages, coaches, and develops a team of Opportunities Resolution Specialists who resolve escalated inquiries and complaints. In addition to supervising, this role will help identify and implement solutions to enhance our SoFi member's experience, improve our employee experience within the ORT team, and help our Resolution Specialists develop and grow. 

What you’ll do:

• Independently manage a team of Opportunities Resolution Specialists, monitoring their workload to ensure the appropriate allocation of resources is in place to resolve escalated complaints and inquiries. 
• Hire, train, motivate, monitor, and coach new Resolution Specialists and serve as a subject matter expert to resolve complex escalated complaints and inquiries as needed. 
• Ensure that the team follows compliance procedures while providing first-rate customer service. Establish, monitor, and maintain internal policies and procedures, as well as business continuity plans.
• Foster an environment focused on identifying issues, providing solutions, and driving innovation to enhance the complaint program.    
• Hold team members accountable for performance by defining clear goals, objectives, responsibilities, and priorities. 
• Identify and escalate issues and propose recommended solutions regarding potential issues with processes, systems, and operations inefficiencies to their direct manager to contribute to operational success.
• Participate in cross-functional projects designed to mitigate the bank's risk due to inefficiencies, fraud, or lack of compliance. 
• Participate in special projects as requested.

What you’ll need:

• 2+ years of supervisory or management role in a customer service or call center environment
• Minimum of 5 years of general customer service experience, preferably with escalation or complaint resolution experience at a bank or financial institution 
• Proficient knowledge of bank products and services such as credit and debit cards 
• Exceptional time management skills with the proven ability to manage multiple priorities and work in a fast-paced environment
• Excellent written and verbal communication skills are required to answer questions and communicate issues clearly & concisely to internal and external stakeholders. 
• Ability to react to change quickly and implement new processes & procedures
• Work independently with little or no supervision
• Professional demeanor and excellent work habits are essential
• Demonstrated ability to mentor, coach, and develop others 
• Available for all operating hours, including evenings and weekends

Nice to have:

• Associate's Degree preferred but not required
• Loan processing, student loan originations, consumer credit, or consumer lending experience 
• Knowledge of banking regulations, laws, and regulatory requirements, with a focus on regulatory complaint resolution
• Experiencing managing complaints in the financial services industry

The Role

This role sits within the Fraud Management Center of Excellence (COE) and is responsible for defining and executing fraud strategies and policies to minimize debit and credit card losses while delivering an exceptional member experience.

The Director of Card Fraud owns key strategic focus areas and contributes to broader departmental strategy. This leader will provide thought leadership to develop best-in-class policies across card declines, verification strategies, dispute intake, and dispute resolution—while ensuring compliance with applicable regulations.

What You’ll Do

• Develop and implement fraud strategies to mitigate card fraud, including unauthorized transactions, merchant disputes, provisional credit policies, and dispute resolution
• Lead and develop a team of individual contributors and managers, including hiring, performance management, and career development
• Partner cross-functionally with Fraud Analytics, Operations, Product, Engineering, and business leaders to implement fraud prevention strategies
• Build and enhance analytical frameworks and metrics to proactively identify, quantify, and assess fraud risk
• Lead investigations into suspected fraudulent activity, coordinating with internal and external stakeholders
• Make final decisions on strategy implementation and ensure operational effectiveness for the Card Fraud function
• Establish and maintain a fraud risk management framework, including policies, procedures, and controls
• Ensure compliance with applicable regulations and industry standards, including Regulation E and Regulation Z
• Analyze fraud trends and emerging patterns to inform proactive mitigation strategies

What You’ll Need

• 10+ years of experience in fraud risk management, financial crime investigations, or a related field
• Strong subject matter expertise in debit and credit card fraud and disputes
• 5+ years of people management experience
• Strong analytical and problem-solving skills, with the ability to analyze complex data and identify patterns
• Proficiency in data analysis tools and languages such as SQL, Python, or R
• Excellent written and verbal communication skills, with the ability to clearly articulate findings and recommendations

The Role:

The Senior Program Manager, Operational Excellence is a high-impact individual contributor  responsible for advising senior leadership on the vision and strategy for the organization. This role transcends standard project management by resolving unique problems with significant, ambiguous, and diverse issues that have a substantial impact on the overall success of function or company operations. You will serve as a cross-functional thought leader, operating autonomously to set the vision, decide priorities, and lead critical efforts across all SoFi products.

What You’ll Do:

•  Vision & Strategy: Advise leadership on the vision and strategy for the organization, exercising wide latitude in determining objectives and approaches to critical assignments.
• Complex Problem Solving: Deconstruct extremely large, significantly complex efforts into straightforward implementation strategies, often tackling the hardest initiatives or unsolved problems within the function.
• Systemic Innovation: Lead the development of experiments and pilots, making it "safe to fail" as part of the ideation and invention process to improve everything we do.
• High-Stakes Escalations: Handle critical escalations that require sensitive solutions, such as those impacting brand trust, while independently driving priorities cross-functionally.
• Strategic Partnerships: Develop and leverage strategic partnerships to align highest-level stakeholders, including senior leadership and executive staff members.
• Organizational Upskilling: Actively work to upskill the function and help peers understand complex trade-offs, ensuring the team consistently meets and exceeds high-performance standards.
• Risk Leadership: Assume a leadership role in identifying and mitigating risks at the departmental and cross-functional level, driving decisions that have a substantial impact on success.

What You’ll Need:

• Experience: Typically 12+ years of related experience (or 10+ years with a Master’s degree), demonstrating a track record of solving unique problems with complex scope.
• Expertise: Accomplished subject matter expert status in Operational Excellence, with a deep understanding of how the specialization fits into and impacts the larger company objectives.
• Autonomy: Proven ability to operate autonomously in setting goals, deciding priorities, and running after problems without the need for direct supervision.
• Influence: Exceptional ability to maneuver through ambiguity and shifting priorities with ease while engaging and educating stakeholders on the strategic "why".
• Education: Minimum Bachelor’s Degree in Business Management, Technology, or a related field; advanced professional certifications are expected at this level of seniority.

Nice To Have:

• PMP, CAPM or SCM certification is preferred

The role:

As the Operations Change Management Lead, you will play a critical role in ensuring Global Operations is prepared to successfully adopt and execute the continuous stream of product, process, and operational changes across the organization. This role serves as the central “air traffic control” for operational change, maintaining the roadmap and timeline for Operations Enablement initiatives while ensuring frontline teams are prepared, informed, and positioned for success.

You will partner closely with Product, Operations, Risk, Compliance, L&D, and Enablement teams to translate complex changes into clear operational plans. This includes coordinating operational readiness for new product launches, facilitating effective communication and adoption of process changes, and packaging high volumes of business-as-usual updates into digestible, actionable guidance for frontline teams.This role requires strong operational judgment, exceptional organizational skills, and the ability to influence cross-functional partners in a fast-paced, high-growth environment.

What you’ll do: 

• Change Portfolio Management & Operational Roadmap Ownership: Own the centralized Operations Enablement roadmap and timeline for product change initiatives. Serve as the primary coordinator across product launches to ensure visibility, prioritization, and sequencing of work. Maintain a holistic view of upcoming product changes impacting Operations and proactively identify conflicts, dependencies, and resourcing constraints.
• Change Communication & Adoption Enablement: Create scalable processes to organize and distribute the high volume of business-as-usual operational updates impacting agents and managers. Consolidate updates across multiple stakeholders into clear, structured communications that reduce noise while increasing operational clarity and consistency. Package complex updates into clear, actionable messaging that enables frontline teams to quickly understand what is changing, why it matters, and how it impacts their workflows. Partner with L&D and Enablement teams to ensure training and support materials align with operational change timelines. 
• Create Scalable Systems and Processes for Global Operations: Develop structured approaches to communicating and driving adoption of all operational changes across Global Operations. Set standards for minimum change management requirements across all of Global Operations. Define and monitor metrics to validate effectiveness of change management processes. 

What you’ll need:

• Bachelor of Arts (BA) or Bachelor of Science (BS) degree required 
•  6+ years of experience in operations, change management, program management, or operational enablement - preferably in a high-growth or complex operating environment
• Proven ability to manage complex portfolios of work and coordinate initiatives across multiple cross-functional teams
• Strong organizational and prioritization skills with the ability to manage competing timelines and dependencies
• Experience in the financial services industry
• Exceptional cross-functional collaboration skills and the ability to influence without direct authority
• Exceptional communication skills with the ability to translate complex operational changes into clear, actionable messaging
• Strong stakeholder management skills and the ability to influence without direct authority
• Demonstrated ability to operate effectively in fast-paced, ambiguous environments
• Strong attention to detail with a bias toward operational clarity and execution

Nice to have: 

• Master of Business Administration (MBA)
• Experience in financial services or other regulated industries
• Lean Six Sigma or formal change management certification (Prosci, etc.)

The role:

The Member Service Representative, Lending (Originations Specialist) is a full-time, entry-level role designed to provide a hands-on learning experience with SoFi Lending Operations focusing first on inbound member support. We want to see you succeed in this role, so it opens potential down the road to learn different parts of the business. Originations Specialists will complete a nine-week classroom and on-the-job training course and must pass associated aptitude tests before entering a “full production” state. 

Originations Member Support team members provide best-in-class service to SoFi lending members and potential members through our phone and chat inbound channels. You’ll work with various internal teams to assist members with their questions. If you’re successful and want to grow, a natural progression can lead to any number of higher-level individual contributor or leadership roles.

What you’ll do exactly:

• Respond to member inbound inquiries via phone and chat regarding SoFi’s Student Loan and Personal Loan applications. 
• Take ownership of resolving member inquiries and attempt to foresee the causes of additional inquiries. 
• Demonstrate empathy, professionalism, top-notch problem-solving skills, and relationship management
• Follow compliance and regulatory guidelines in order to protect sensitive information and keep our members’ trust
• Share insights with teammates regarding the root causes of member inquiries, concerns, and complaints. 
• Advocate on our members’ behalf to improve our products, operations, and policies
• Clearly document Member interactions using templates where appropriate
• Develop strong knowledge of internal processes and procedures to ensure the quality of loan system data and the adequacy of paperless loan documentation
• Perform ad hoc duties as assigned

What you’ll need:

• A strong connection to the SoFi Mission and Values
• A passion for helping others while solving problems quickly 
• Strong verbal and written communication skills 
• Excellent organizational and time management skills
• Proficiency in Google products, data visualization tools, customer service tools, and admin tools
• A self-starter mentality able to make decisions while applying analytical skills required to manage reviewing tasks
• Be able to learn, retain, and apply new information quickly
• Be able to identify trends in your day-to-day work and adjust appropriately
• To establish productive working relationships with co-workers, management, and clients
• A professional demeanor and strong work ethic, high accuracy, and strong attention to detail
• High school diploma or GED required
• Flexibility to work alternative schedules: evenings, early mornings, weekend days. Some bandwidth for overtime as the need arises

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 fintech company 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 Fraud Program is seeking a Staff Risk Analyst to lead data governance initiatives, analytics, and reporting across
the Fraud Center of Excellence (CoE). This role will serve as a key partner in developing, maintaining, and enhancing
fraud KPIs, KRIs, dashboards, and enterprise risk reporting to enable data-driven decision making and effective fraud
risk oversight.

The Staff Risk Analyst will play a critical role in ensuring data integrity, consistency, and transparency across fraud
metrics, while delivering actionable insights into fraud performance, emerging risks, and operational effectiveness
across all products and fraud domains.

This role will partner closely with Fraud Strategy, Operations, Risk, Data, and Business Intelligence teams to build
scalable analytics solutions, standardize metric definitions, and improve enterprise-wide visibility into fraud risk.
The ideal candidate will bring a strong technical data background, experience in risk analytics, and a passion for
building scalable data and reporting frameworks within a fast-paced fintech environment. Additionally, the
candidate will also have strong proficiency in SQL, Python, Snowflake, and Tableau. You’ll need to be a self-motivated
leader with the ability to drive cross-functional collaboration between all lines of business. IIf you love working with
data and have a passion for doing the right thing, we want to hear from you!

What you’ll do:

Fraud Data Analytics, Insights, and Data Governance (Primary Focus)
● Analyze fraud data across products and channels to identify trends, anomalies, and emerging fraud risks.
● Develop data-driven insights and recommendations to support fraud strategy, operations, and risk
management decisions.
● Partner with cross-functional teams to translate business problems into analytical solutions that improve
fraud detection, prevention, and member experience.
● Establish and enforce data governance standards for fraud metrics- including data definitions, lineage, and
controls; and effectively leading a strategic data governance council cross-functionally.
● Identify and resolve data quality, consistency, and availability issues impacting fraud reporting and
analytics.
● Partner with Data Engineering and BI teams to ensure reliable, scalable, and well-documented data
sources.
KPI / KRI Framework & Performance Monitoring
● Support the design, development, and ongoing enhancement of Fraud KPIs, KRIs, and Risk Appetite

Statement (RAS) metrics across the Fraud CoE.

● Ensure consistent metric definitions, calculations, and reporting methodologies across business units.
● Monitor metric performance and provide insights into drivers of variance, trends, and risk signals.
Dashboarding & Reporting
● Assist in designing, building, and maintaining Tableau dashboards and automated reporting solutions to
provide real-time visibility into fraud performance.
● Deliver executive-level reporting and visualizations for fraud governance committees and leadership.
● Improve reporting efficiency through automation and scalable data pipelines (e.g., Snowflake), where
needed, in partnership with our risk analytics and data teams
Fraud Risk Management & Assessment Support
● Support Fraud Risk Self-Assessments (FRSA) and other risk evaluation activities through data analysis and
metric development.
● Assist in identifying key risk drivers and areas of elevated fraud exposure across products and processes.
● Provide analytical support for audit, regulatory, and risk management requests.
Cross-Functional Collaboration & Program Support
● Collaborate with Fraud Strategy, Operations, and Program teams to align data, metrics, and reporting with
business needs.
● Support broader Fraud Program initiatives and analytics projects as needed, including strategy
performance analysis and operational insights.

What you’ll need:

● 4+ years of experience in data analytics, fraud analytics, or risk analytics within financial services, fintech, or
banking.
● Strong experience working with large datasets and relational databases.
● Advanced proficiency in SQL and experience with Snowflake or similar data platforms.
● Experience building dashboards and data visualizations (Tableau preferred).
● Strong understanding of KPI/KRI frameworks, performance metrics, and risk monitoring concepts.
● Experience with data governance, data quality management, or metric standardization.
● Strong analytical and problem-solving skills with the ability to translate complex data into actionable
insights.
● Excellent communication skills, with the ability to present findings to both technical and non-technical
stakeholders.
● Ability to work cross-functionally and manage multiple priorities in a fast-paced environment.
● Proficient in other programming and data analysis tools such as Python, R, or SAS.

Nice to Have:
● Advanced degree in Data Science or Machine Learning.
● Experience in implementing or overseeing AI/ML-based models for fraud detection
● Experience working in or working closely with model risk management is a plus.

The Role:

The Originations Specialist II (Pre Funding) partners with the Review team, Member Experience team, and other internal and external partners to create a seamless member experience during the funding process of SoFi’s Personal loans, Student loans, and Private School loan products. The Originations Specialists II (Pre Funding) is the final checkpoint to ensure the accuracy of loan information before disbursement to the member. Success specialists put our member’s interests first and run after any problem to create an easy and convenient member journey.  This person will be key in helping our members achieve financial independence and contribute to SoFi’s continued success. 

What You’ll Do: 

• Review ​ID reviews, VOE’s, payment ​and ​account ​details for accuracy before ​disbursing the loan to the member.

• Review applications that require bank account verification according to credit policies and procedures.

• If additional information is required, contact members through outbound phone calls and emails.

• Provide world-class customer service through friendly, professional, and responsive communication with our internal partners and members.

• Work closely with the Review team as subject matter experts to answer questions about loan entry, loan servicers, product type questions, and qualified education loans. 

• Review and process enrollment account updates and resolve payment issues that may arise regarding SoFi’s At Work Program.

• Use your resources. Familiarize yourself with the knowledge base tool that houses the answers to any question regarding policies and procedures.

• Documentation is key. Utilize available notation tools to document the member's account with information about your interaction. Notes must be clear and concise.

• Be flexible and agile, as responsibilities may change based on business needs and our members' needs. 

What You’ll Need:

• 1-2 years of experience in a customer service role in the banking or financial services industry preferred 

• Less ​than ​a ​one ​percent ​error ​rate ​for ​funding ​quality ​scores for ​internal ​candidates

• A high ​school ​diploma ​or ​GED is required

• Excellent ​written ​and ​verbal ​communication ​skills

• Able to move between duties quickly and efficiently with excellent organizational, attention to detail, and time management skills to meet critical deadlines

• Proficiency in Google Sheets and/or Excel is required

• Ability to remain calm and professional under pressure to successfully navigate complex work assignments/situations efficiently and effectively

• Demonstrated ability to establish productive working relationships with co-workers, management, and members 

• Self-motivated and able to work independently, applying analytical skills required to manage tasks

Nice To Have:

• Credit, ​underwriting, and customer service experience with ​personal loans, student loans, or private student loan products in the banking or financial services industry

• A college degree is highly preferred but not required

The role:

We are looking for an experienced insurance agent to help build the SoFi Protect business and deliver exceptional experiences for SoFi members. SoFi Protect is the in-house insurance agency helping SoFi members fulfill their protection needs across Life, Home, and Auto Insurance.

If you like to SELL and ADVISE customers this role is for you. You will interact with members via email, chat, and phone to provide guidance and help them through coverage conversations. Since this is a newer part of the SoFi business, you will also be integral in building out the core processes and functions to shape and define how insurance is sold at SoFi.

This opportunity is for go-getters who want to be in a business at an early stage, helping to shape the future and accelerate their careers in sales and operations. By running after problems, putting members first, and having a positive approach, you will thrive and deliver differentiated experiences for our members.

What you’ll do: 

• Engage potential and current members via phone, email, text, and chat to assist with their insurance needs
• Receive new leads and manage a pipeline of both SoFi members and direct-to-consumer leads
• Drive the entire lifecycle of the insurance sale from intake to quoting to fulfillment, navigating our panel of insurance providers.
• Assist the Business Lead of Protect with the operational build-out of SoFi Protect products and services 
• Identify cross-sell opportunities and help close any coverage gaps.
• Work collaboratively with cross-functional teams to help further enhance the business.

We are a small team looking for someone who wants to be collaborative, identify problems, and have a voice in making the business better.

What you’ll need:

• 2+ years of experience selling Property & Casualty Insurance 
• Must have valid state active licenses in Property & Casualty or Personal Lines insurance
• Excellent written and verbal communication skills 
• Proven interpersonal and sales skills with a track record of meeting or exceeding sales goals are highly preferred
• Ability to multitask and stay organized to meet deadlines on time 
• Ability to analyze members' needs and provide a tailored insurance solution 
• Self-motivated, resourceful, and flexible with the ability to take an entrepreneurial approach to problem-solving 

Nice to have

• Independent agency experience working with broad range of insurance carriers
• Servicing experience
• Life insurance experience

The Role:

SoFi is searching for a North America Payroll Manager to lead and scale our payroll operations across the United States and Canada. This is a strategic Individual Contributor (IC4) role that blends deep technical expertise with operational leadership. You will be responsible for ensuring the accurate, timely, and compliant delivery of payroll for our growing workforce while serving as a subject matter expert in advanced payroll technologies and data analytics.

This role is critical to ensure a seamless employee experience, maintaining regulatory compliance, and enabling scalable growth through automation and operational excellence. 

As an IC4-level professional at SoFi, you are expected to operate with autonomy,  applying deep domain expertise to solve complex problems, influence functional strategy, and drive outcomes for cross-functional impact.  

What You'll Do:

Payroll Operations & Compliance

• Oversee End-to-End Processing: Manage day-to-day payroll activities for the US and Canada, ensuring accurate payments, tax withholdings, and reporting.
• Regulatory Subject Matter Expert: Ensure strict compliance with federal, state, local, and provincial wage and hour laws (FLSA, etc.), and manage quarterly/annual tax filings including W-2 and T-4 preparation.
• Audit & SOX Control: Support internal and external audits by maintaining rigorous SOX controls, audit trail documentation, and payroll risk assessments.
• Proactively identifying compliance risks and implementing controls and process improvement to mitigate exposure. 
• Ensure data integrity across payroll, HRIS, and downstream financial systems. 

Technical Leadership & Innovation

• System Optimization: Serve as a functional owner for Workday Payroll, Time Tracking, and Absence. Collaborate on system upgrades, integrations, and bi-annual feature releases.
• Global Integration: Manage relationships with external providers like CloudPay for international payroll and Fidelity for 401(k) and equity administration.
• Data Transformation: Leverage ETL tools (Alteryx, SQL, Python) to automate manual workstreams, build advanced workforce dashboards, and provide actionable insights into labor costs and overtime trends.
• Continuously evaluate and implement technology solutions to modernize payroll operations and reduce manual intervention. 

Strategy & Relationship Management

• Influence Strategy: Help create and drive functional strategy within the payroll team based on business needs.
• Cross-Functional Partnership: Build trust and common ground with stakeholders in HR, Finance, IT, and Legal to ensure seamless data flows and resolve complex discrepancies.
• Team Mentorship: While an Individual Contributor role at the IC4 level, you will provide guidance, training, and "informal leadership" to payroll processors and specialists to upskill the function.

What You'll Need:

Experience & Education

• Education: Bachelor’s degree in Accounting, Finance, or a related field.
• Experience: 7+ years of progressive experience in multi-state and Canadian payroll functions.
• Certifications: Certified Payroll Professional (CPP) or equivalent is strongly preferred.

Technical Skills

• Core Systems: Deep proficiency in Workday Payroll administration and configuration (Business Processes, Report Writer).
• Advanced Analytics: Hands-on experience using Alteryx, SQL, or Python for data manipulation and process automation.
• Third-Party Tools: Experience with CloudPay and Fidelity NetBenefits preferred.
• Strong understanding of payroll accounting, general ledger impacts, and reconciliation processes. 

Competencies

• Complexity: Ability to solve unique problems of significant, complex scope and generate innovative approaches to resolution.
• Independent Judgement: Ability to operate autonomously in setting priorities and executing solutions with minimal guidance on overall department strategy.
• Communication: Skilled at distilling complex concepts and facilitating dialogue among senior leadership and cross-functional partners.
• High attention to details and commitment to accuracy in a highly regulated environment. 
• Demonstrated ability to influence and drive alignment across cross-functional stakeholders. 

The role
SoFi is seeking an energetic, analytic, and intellectually curious Independent Assessment & Review Analyst to join our Fraud Risk team. This role - as part of the 2nd Line of Defense - will conduct assessments of the fraud program design and operational effectiveness, evaluating prevention, detection, and response capabilities, including processes, tools, skills and staffing. Additionally, the person in this role will look to ensure alignment with industry best practices and compliance with regulatory standards as well as identifying exposure to fraud across business units, products, and channels making sure vulnerabilities are recognized and understood. The ideal candidate will have experience in risk management and/or analytic strategy and will be an agile learner, think strategically, and possess strong communication and problem-solving skills.
By joining SoFi, you'll become part of a forward-thinking company that is transforming financial services for the better. We offer the excitement of a rapidly growing startup with the stability of an industry leading leadership team.

What you’ll do:
·  Conduct fraud 1st line program assessments, in part querying against large relational databases
·  Improve fraud program resilience by delivering data-driven actionable feedback and recommendations
·  Monitor the implementation of recommended improvements and the ongoing evolution of the program to meet dynamic fraud landscapes and regulatory changes
·  Record discrepancies between existing controls and the level of risk protection required, highlighting areas where enhancements are needed
·  Assess the impact of new products and initiatives to the fraud risk appetite, conducting reviews and providing effective challenge
·  Review and assess fraud forecasts and forecasting methodologies, providing strategic insights and recommendations to further enhance accuracy

What you’ll need:
·  Bachelor’s degree with 2+ years experience in risk management or analytic strategy within the financial services industry preferred
·  Exceptional interpersonal, verbal and written communication skills
·  Strong collaboration, organizational skills, and attention to detail
·  Must be self-motivated with the ability to work independently or within a group
·  Intellectually curious. You adapt to change, embrace bold ideas, ask questions, test assumptions, and challenge conventional thinking
·  Strong analytical and problem-solving skills, the ability to analyze complex issues, develop innovative solutions, and make data-driven decisions
·  Proficiency in data analysis and deriving meaningful insights for decision-making
·  Ability to work under tight deadlines
·  Ability to manage multiple initiatives and competing priorities, meet deadlines, and adapt to change
·  Proficiency with Google Suite and/or Microsoft Office products
·  Strong team player