Member Advocacy Specialist

The Role:

As a Member Advocacy Specialist, you will be responsible for researching, resolving, and managing regulatory and other high-risk complaints in accordance with SoFi policies, banking regulations, laws, and regulatory requirements. This individual will also be responsible for collaborating and influencing internal stakeholders, including legal, compliance, risk management, and business units to resolve complaints. 

In addition to regulatory and high-risk complaint management and resolutions, this person will be responsible for ensuring member advocacy and continuous improvement by identifying and mitigating potential compliance and risk issues. This person will also continuously learn regulatory laws and banking regulations to ensure the complaints are closed with accuracy and complete information.  

What You’ll Do: 

• Manage and oversee the resolution process for regulatory and high-risk complaints 

• Analyze the regulatory and high-risk complaints  to determine the most appropriate course of action to ensure compliance with all applicable SoFi policies, banking regulations, laws, and regulatory requirements 

• Serve as an escalation point for complaints unable to be resolved in other channels

• Maintain personal and team accountability for productivity and efficiency

• Manage multiple issues/cases simultaneously

• Work autonomously and make decisions to ensure proper complaint handling and risk management

• Effectively communicate, collaborate, and influence internal stakeholders, including legal, compliance, risk management, and business units on solutions for regulatory complaints 

• Prepare documentation, reports, and correspondence related to regulatory complaints for internal and external purposes 

• Identify potential compliance and risk issues in relation to regulatory complaints for the betterment of the overall member experience 

• Advocate as the “voice of the member” to SoFi. Proactively make recommendations to address the root cause of regulatory and high-risk risk complaints by leveraging escalation contacts and processes

What You’ll Need:

• Minimum of 1 year of customer escalation experience in the financial services industry

• Familiarity with regulatory complaint resolution processes and procedures experience preferred 

• Intermediate 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

• Possess analytical skills and attention to detail, with the ability to analyze complex regulatory issues and develop practical solutions

• Excellent communication and interpersonal skills, with the ability to effectively communicate with internal stakeholders and regulatory authorities

• Ability to work independently and collaboratively in a fast-paced, dynamic environment

• Proven track of organizational skills, with the ability to manage multiple priorities and deadlines effectively